摘要
及时掌握顾客满意与物流服务绩效之间的关系,采取有针对性的经营策略以不断提升客户满意度与忠诚度,对于物流企业建立竞争优势具有现实意义。通过构建模糊Kano模型,改进了质量要素分类方法,提高了其精确度,且结合IPA分析方法,确定质量要素相应策略及其优先权,最后结合实际运用,验证模型与方法的可行性与有效性,具有广泛应用价值。
In this paper, in order to have a timely handle on the relationship between customer satisfaction and logistics service performance, we built the fuzzy Kano model after improving its quality element classification process and accuracy, then in connection with IPA, determined the relevant strategy for the quality elements and its order of priority, and at the end, through practical application, demonstrated the feasibility and validity of the model and process.
出处
《物流技术》
2017年第6期107-111,共5页
Logistics Technology
基金
2016年度广东省科技厅软科学研究基金项目"广东省建筑陶瓷产区一体化物流配送体系构建路径及对策研究"(2016A070705001)
关键词
模糊Kano模型
IPA
物流服务
绩效评价
优先级
fuzzy Kano model
IPA
logistics service
performance evaluation
order of priority
