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The Research on Service Quality Influencing Factors of the Logistics Enterprises Based on Gray Relative Analysis

Xu Jianguo and Qiao Zhong
College of Economics & Management, China Agricultural University, Beijing
Abstract—The level of service quality management affects the market competitiveness of logistics enterprises to a large extent. In this paper, first of all, the authors have an introduction about some literatures and the importance of service management for logistics enterprises is overviewed briefly. Secondly, the authors build service quality evaluation system and establish 16 indexes of measuring the services management level of logistics enterprises. Finally, the authors analyze relational grade between evaluation factors and logistics enterprise service quality management based on the theory of gray relative analysis, and get a conclusion that service management of logistics enterprises should be focused on the preparation time before distribution and informatization level.

Index Terms—gray relative analysis, logistics enterprise, service quality, evaluation

Cite: Xu Jianguo and Qiao Zhong, "The Research on Service Quality Influencing Factors of the Logistics Enterprises Based on Gray Relative Analysis," Journal of Advanced  Management Science, Vol. 1, No. 2, pp. 236-240, June 2013. doi: 10.12720/joams.1.2.236-240
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