Combination of evaluation methods for assessing the quality of service for express delivery industry

Abstract

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 for 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.