Abstract
In the view of the current service development of the express delivery industry and the data quality problem experienced thereof, we consider to construct an index-based evaluation system for the service quality for the express delivery industry through the analysis of market investigation and data analysis. This system applies analytic hierarchy process (AHP), to survey expert’s options and obtain the index weights. The analytical evaluation of service quality for the specific express delivery company is conducted with the fuzzy comprehensive evaluation method. A service satisfaction degree for the express delivery company is generated to improve the overall service performance. Through evaluating results of the solution to the problems in the quality of service, this paper aims at establishing a guideline to improve their service quality for express delivery enterprises. This research aims at the development of a novel method for service quality evaluation in the area of the fast growing businesses of express delivery enterprises.
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Acknowledgements
This work was supported by the National Natural Science Foundation of China (Grant 71071145), the National Natural Science Foundation of Zhejiang (Grant Y16G020036), the Social Development Projects of Ningbo (Grant 2012C50045), and the Science and Technology Innovation Team of Ningbo (Grant 2013B82009). This work is completed by the author, Dr. Zhang, during his visit to Dalarna University, Sweden from September 2015.
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Lou, Q., Zhang, Sz., Song, W.W. (2015). Combination of Evaluation Methods for Assessing the Quality of Service for Express Delivery Industry. In: Wang, J., et al. Web Information Systems Engineering – WISE 2015. WISE 2015. Lecture Notes in Computer Science(), vol 9419. Springer, Cham. https://doi.org/10.1007/978-3-319-26187-4_39
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