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

DOI

10.2991/meita-15.2015.64How to use a DOI?

Keywords

Analytic hierarchy process; Cloud model; Group decision; Logistics service quality

Abstract

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 decision 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.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Mengyang Wu
AU  - Zhengwei Huang
AU  - Zhengying Cai
PY  - 2015/08
DA  - 2015/08
TI  - An Improved Fuzzy Comprehensive Evaluation for the Quality Evaluation of Enterprise Logistics Service
BT  - Proceedings of the 2015 International Conference on Materials Engineering and Information Technology Applications
PB  - Atlantis Press
SP  - 346
EP  - 352
SN  - 2352-5401
UR  - https://doi.org/10.2991/meita-15.2015.64
DO  - 10.2991/meita-15.2015.64
ID  - Wu2015/08
ER  -