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针对传统Kano模型分类过于主观武断的局限,提出模糊Kano模型以进行改进。基于模糊Kano模型对第三方物流服务质量要素进行分类,通过IPA分析顾客感知满意度与感知重要度指标,确定提升服务质量要素的优先级及相应策略,为第三方物流企业提高其服务质量提供决策依据。最后通过实例研究证明决策规则的有效性,指出第三方物流企业应遵守提升决策规则,合理有序运筹内部资源,以此在最大程度上提高绩效。
Aiming at the limitation of traditional Kano model classification too subjective and arbitrary, a fuzzy Kano model is proposed to improve. Based on the fuzzy Kano model, the third-party logistics service quality factors are classified, and customer perceived satisfaction and perceived importance index are analyzed by IPA to determine the priorities and corresponding strategies for improving the quality of service elements for the third-party logistics enterprises to improve their service quality decision-making in accordance with. Finally, the case study proves the effectiveness of decision-making rules, pointing out that third-party logistics companies should abide by the decision-making rules to enhance and rationalize the orderly operation of internal resources, in order to maximize performance.