Evaluation And Empirical Research On Service Quality Of Third-party Logistic Enterprise Based On FAHP-EGE

Today, the competition between enterprises turns to the competition between supply chains. As a part of the supply chain, Third-party logistics enterprise penetrates upstream and downstream enterprises of the supply chain. It is the link between enterprises. The service quality of third-party logistics enterprise is very important, which directly affects the quality of the entire supply chain. For this reason, there are great significances to evaluate the service quality of third-party logistics enterprise and to identify quality problems in order to improve their service quality.First of all, based on interrelated research at home and abroad, this paper establishes the formation mechanism model of the service quality of Third-party logistics enterprise. The masterstroke of this model is the flow of logistics work. The main content of the model is three procedures, those are operations to receive, operations to do and operations to achieve. And this paper discusses five major formed reasons for the gap of service quality of third-party logistics enterprise using the gap analysis model. Then, bases on the formation mechanism model and the gap analysis model, this paper excavate the influencing factors of service quality of third-party logistics enterprise, and generalizes four major factors.Secondly, this paper discusses five principles of building evaluation system. Based on the analysis of affecting factors of service quality of third-party logistics enterprise and method of SERVQUAL, this paper makes further decomposition for those four major affecting factors and gets a evaluation system which has seven dimensions and 29 indicators. On this basis, this paper constructs the evaluation model based on the method of FAHP-EGE. The model confirms the weight of each indicator by FAHP that is the combination of triangular fuzzy number and analytical hierarchy process, evaluates service quality by the method of extenics goodness evaluation. Then this paper analyses the advantages of the evaluation system model from the advantages and applicability, illustrates the implementation steps of the model from three aspects that are the standardization of data, the confirmation of the indicator's weight and comprehensive evaluation.Finally, with the FAHP-EGE model, this paper makes empirical research of 10 third-party logistic enterprises from horizontal and vertical angles, does vertical analysis of one third-party logistics company from 2006 to 2009, does horizontal comparative analysis of 10 different third-party logistics companies in 2009 the same year. In the end of this paper, the author discusses the strategies of promoting the service quality of third-party logistics enterprises. Hopefully, the research would have a contribution to the comprehensive evaluation of service quality of third-party logistics enterprises from theory to practice.