孙飞燕 安琦

摘 要：消费者对服务要求的不断提升及激烈的行业竞争都对第三方物流企业服务质量提出了更高要求。文章结合SERVQUAL模型和第三方物流企业的实际，以有形性、可靠性、响应性、保证性、移情性作为一级指标，17个影响因素作为二级指标，首先邀请物流行业专家进行打分，采用层次分析法构建判断矩阵得出影响因素的权重。其次选取云南省第三方物流企业的个人客户为调查对象，通过调查问卷获取其对各影响因素的评价，利用模糊综合评价法进行分析，得出评价结果靠后的影响因素是提供个性化关怀、设施设备、最优路线、员工素养、顾客和企业之间缺乏信任。因此，研究结果为第三方物流企业服务质量的不断改进提升给予一定的参考，为提升客户满意度给出了建议对策。

关键词：第三方物流企业；物流服务质量；服务质量评价；层次分析法；模糊综合评价法

中图分类号：F253文献标志码：ADOI：10.13714/j.cnki.1002-3100.2024.10.018

Abstract： Consumers' increasing demand for services and the fierce competition in the industry have put forward higher requirements for the service quality of third-party logistics enterprises. Combining the SERVQUAL model and the reality of third-party logistics enterprises， the article takes tangibility， reliability， responsiveness， assurance and empathy as the first-level indicators， and 17 influencing factors as the second-level indicators， and firstly invites experts in the logistics industry to score， and then constructs a judgment matrix using the hierarchical analysis method to obtain the weights of the influencing factors. Then the individual customers of third-party logistics enterprises in Yunnan Province are selected as the survey objects， and their evaluation of each influencing factor is obtained through the questionnaire， which is analyzed by using the fuzzy comprehensive evaluation method. And it is concluded that the influencing factors with the backward evaluation results are the provision of personalized care， facilities and equipments， optimal routes， staff quality， and lack of trust between the customers and the enterprises. Therefore， the results of the study give certain references for the continuous improvement and enhancement of the service quality of third-party logistics enterprises， and give suggestions and countermeasures for improving customer satisfaction.

Key words： third-party logistics companies；logistics service quality；service quality evaluation；analytic hierarchy process；fuzzy comprehensive evaluation method

0    引    言

环境的动态性增加了企业的运营成本，促使大量企业选择与第三方物流企业合作从而降低运营成本，然而是否能够提供优质的服务成为企业选择合作伙伴关注的重要焦点之一。随着市场竞争的加剧，客户不再只局限于满足基本需求，也提出了更多的个性化需求。因此，市场需求推动着第三方物流企业的快速发展。

第三方物流企业服务质量逐渐成为研究焦点，物流服务质量的衡量备受关注。在衡量服务质量方面，Parasuraman等提出的SERVQUAL评价模型用于企业服务质量方面的研究比较多，被大量运用到与物流企业的服务质量上。……