Service Performance evaluation of China expresses delivery companies based on a MCDM model

DOI

10.2991/febm-17.2017.66How to use a DOI?

Keywords

Multiple criteria decision (MCDM), BWM (Best and Worst Method), Grey relational analysis (GRA), service performance, China express delivery companies

Abstract

Multiple criteria decision making (MCDM) is used in various fields because of its advantages in qualitative and quantitative assessment of decision making. This paper applies best and worst method (BWM) and gray relational analysis (GRA) to evaluate service performance of private express delivery companies. Timeliness, reliability, economy, tangibility, service level and sustainability are determined as six dimensions that affect the performance of private delivery service. The weight of each dimension is calculated by BWM method. Five well-known private express delivery companies in China are selected as the case study. A gray relational analysis is used to sort the service performance of the five companies. The results can be used as a reference to improve companies' service performance in future.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Qigan Shao
AU  - Sungshun Weng
PY  - 2017/10
DA  - 2017/10
TI  - Service Performance evaluation of China expresses delivery companies based on a MCDM model
BT  - Proceedings of the Second International Conference On Economic and Business Management (FEBM 2017)
PB  - Atlantis Press
SP  - 493
EP  - 499
SN  - 2352-5428
UR  - https://doi.org/10.2991/febm-17.2017.66
DO  - 10.2991/febm-17.2017.66
ID  - Shao2017/10
ER  -