A Study of Courier Service Quality Improvement Based on a Two-Stage QFD

Baoqin Yu (), Shuo Zhang (), Shuping Wu () and Jin Xie ()
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Baoqin Yu: Tianjin University of Finance and Economics
Shuo Zhang: Tianjin University of Finance and Economics
Shuping Wu: Tianjin University of Finance and Economics
Jin Xie: Tianjin University of Finance and Economics

A chapter in LISS 2012, 2013, pp 885-891 from Springer

Abstract: Abstract In order to reduce the subjective bias and blindness in express service quality improvement process, a new method has been proposed by comprehensively using PZB model, two-stage QFD and fuzzy set theory. In order to establish the two-phase QFD, the related factors for service quality improvement are abstracted along with the PZB model. Through the two-phase transformation of QFD method, express service demand can be transformed into the express service resources. Through the market research, the relative weight of each demand will be determined. Meanwhile, the two quality of house relation matrix can be determined by experts scoring, and can be described quantitatively by using the asymmetric triangular fuzzy number. According to the calculated weight of the express service resources, we can get the modified house of quality. At last, the presented method will be tested through examples.

Keywords: Express service quality; Two-stage QFD; Triangular fuzzy numbers (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-32054-5_123

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DOI: 10.1007/978-3-642-32054-5_123

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