An Improved Fuzzy Comprehensive Evaluation for the Quality Evaluation of Enterprise Logistics Service

Mengyang Wu, Zhengwei Huang, Zhengying Cai
2015 Proceedings of the 2015 International Conference on Materials Engineering and Information Technology Applications   unpublished
Since the e-commerce enterprise change from the price-driven to the service-driven, the logistics service quality has become the key factor to enhance the customer's satisfaction. In the quality evaluation of logistics service, there is an apparent subjectivity in the traditional method to determine the weight of index. Here based on an improved analytic hierarchy process, a cloud model is introduced to improve the scale of evaluation matrix and to obtain the weight of the index by the group
more » ... ision making method. Then a fuzzy comprehensive evaluation system is used in the Tmall and Jingdong companies as example, where the quality of the logistics service is taken for an empirical study. The results show that the overall logistics service quality of Jingdong is some higher than that of Tmall, but both have the potentiality to utilize and improve in the service quality information.
doi:10.2991/meita-15.2015.64 fatcat:bsqnowalgfb3jgqqpff24acdpi