The Express Enterprise Of Performance Evaluation Based On AHP/SE-DEA

Compared with western developed countries,China's express delivery enterprises started late and quality of service was uneven.With the rapid rise of e-commerce in China in the past ten years,express delivery enterprises have sprung up like mushrooms after a spring rain,which led to fierce competition.How to improve job performance and customer satisfaction has become the best choice for the current healthy development of express enterprises Job performance of express enterprise has a key impact on improving the service level,customer satisfaction and core competitiveness of express enterprise.The current research results mainly focus on the macro-level efficiency evaluation of the express enterprise,while the analysis on how the micro-transportation companies improve their core competitiveness and performance is weak.According to the report of the consumer complaints of the express enterprise issued by the national authoritative organization,six representative express companies,sunch as Guotong,Tiantian,EMS,Yuantong,Shunfeng and Jingdong.This paper introduces the Analytic Hierarchy Process to build the output index system of performance evaluation in the express enterprise from the perspective of customer satisfaction.The BCC model of Data Envelopment Analysis and input index of customer satisfaction are further integrated to analyze and evaluate the comprehensive efficiency,technical efficiency and scale efficiency of express enterprise.Finally,an evaluation model based on AHP/SE-DEA is proposed,which can evaluate express enterprise from super-efficiency,input redundancy and output insufficiency.The model is applied to six express enterprise.The analtsis results show that Jingdong Express has the highest appraisal,and the postal express enterprise has the lowest appraisal,which is consistent with the actual situation.This not only verifies the validity of the new model,but also deeply concludes and analyses,and puts forward corresponding improvement measures.This model overcomes the limitations of the Analytic Hierarchy Process and Data Envelopment Analysis,which puts forward reasonable suggestions for enterprises to make efficient use of resources.