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Combination of evaluation methods for assessing the quality of service for express delivery industry
Zhejiang Wanli University.
Zhejiang Wanli University.
Dalarna University, School of Technology and Business Studies, Information Systems.ORCID iD: 0000-0003-3681-8173
2015 (English)In: Web Information Systems Engineering – WISE 2015: 16th International Conference, Miami, FL, USA, November 1-3, 2015, Proceedings, Part II, Springer, 2015, Vol. 9419, 414-425 p.Conference paper, (Refereed)
Abstract [en]

In the view of the current service development of the express delivery industry and the data quality problem experienced thereof, we consider to construct an index-based evaluation system for the service quality for the express delivery industry through the analysis of market investigation and data analysis. This system applies analytic hierarchy process (AHP), to survey expert’s options and obtain the index weights. The analytical evaluation of service quality for the specific express delivery company is conducted with the fuzzy comprehensive evaluation method. A service satisfaction degree for the express delivery company is generated to improve the overall service performance. Through evaluating results of the solution to the problems in the quality of service, this paper aims at establishing a guideline to improve their service quality in express delivery enterprises. This research aims at the development of a novel method for service quality evaluation in the area of the fast growing businesses of express delivery enterprises.

Place, publisher, year, edition, pages
Springer, 2015. Vol. 9419, 414-425 p.
Series
Lecture Notes in Computer Science, ISSN 0302-9743 ; 9419
Keyword [en]
Analytic hierarchy process; Evaluation of service quality; Express delivery enterprise; Index system
National Category
Computer and Information Science
Research subject
Complex Systems – Microdata Analysis
Identifiers
URN: urn:nbn:se:du-19640DOI: 10.1007/978-3-319-26187-4_39ISBN: 978-3-319-26186-7 (print)ISBN: 978-3-319-26186-7 (electronic)OAI: oai:DiVA.org:du-19640DiVA: diva2:859374
Conference
International Conference on WISE-QUAT 2015, Miami, Florida, 1-3 November, 2015
Available from: 2015-10-06 Created: 2015-10-06 Last updated: 2017-03-30Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf