Title :
A Fuzzy Evaluation Model of Service Quality: Study on A 3PL Company in China
Author :
Jia, Xiaohui ; Lu, Jing
Author_Institution :
Transp. Manage. Coll., Dalian Maritime Univ., Dalian, China
Abstract :
Logistics services have developed greatly in the last decade in China, and had a continuously increasing demand for speed, reliability, reduced costs and value added services. To minimize the potential negative effects, Logistics service quality is paid more and more attention. This paper is to develop a fuzzy evaluation model for assessing service quality of a 3PL company. The model includes two levels consisting of three criteria and their attributes. The result calculated by the model is for decision-makers.
Keywords :
customer services; decision making; fuzzy set theory; logistics; outsourcing; service industries; 3PL company; China; customer satisfaction; decision-making; fuzzy evaluation model; logistics services; service quality; Companies; Costs; Customer satisfaction; Delay; Educational institutions; Information science; Logistics; Quality management; Reliability engineering; Transportation;
Conference_Titel :
Information Science and Engineering (ICISE), 2009 1st International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4244-4909-5
DOI :
10.1109/ICISE.2009.39
