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论文编号：	15672
作者编号：	2320233796
上传时间：	2025/12/9 10:25:53
中文题目：	Z企业军工物流服务质量评价与提升策略研究
英文题目：	Research on the Quality Evaluation and Improvement Strategies of Military Logistics Services of Z Enterprise
指导老师：	王玮
中文关键字：	军工企业；物流服务质量；层次分析法；模糊综合评价
英文关键字：	Military industrial enterprises；ogistics service quality；Analytic Hierarchy Process；Fuzzy Comprehensive Evaluation
中文摘要：	军工物流服务作为物流服务领域的一个重要细分市场，其服务场景贯通于军品生产、交付、回收的全过程，在当下国内外日益复杂的安全形势下，其服务质量水平直接影响到国防工业的效率。Z企业作为军工物流服务领域的佼佼者，不仅组建了专业化的军工物流服务保障力量，而且在相关产品运输和安保押运方面走在行业前列。然而，随着国防和军队现代化进程加快，对军工物流服务提出了更高的要求，为了更好地帮助Z企业履行强军首责，进一步提升专业化水平，需要对其军工物流服务质量进行全面综合的评价，并针对性制定提升改进策略。 本文在对Z企业和军工物流市场进行详细调研考察的基础上，认真分析其目前遇到的实际问题，以SERVQUAL理论为基础，结合军工物流服务的行业特点，构建出包含6个一级指标和35个二级指标的特色军工物流服务质量评价指标体系，综合运用层次分析和模糊综合评价的方式对Z企业的军工物流服务质量进行全面客观评价。 研究表明，“安全性、保密性和可靠性”是Z企业军工物流服务中的核心要素。Z企业在上述三个领域中表现较好，但在资源配置、服务范围和成本控制等方面仍有待提升。基于此，本文提出了系统整合内外部物流服务资源、抓住军事后勤保障社会化和城市应急救援建设的契机扩展服务范围和贯通多式联运，降低产业链成本等提升策略，并同步为提升策略的实施制定了配套保障措施，以期提升Z企业自身军工物流服务能力和市场竞争力，并为整个军工物流行业提供一些有益的参考和借鉴。
英文摘要：	Military logistics services, as a crucial niche market within the realm of logistics services, span the entire lifecycle of military products, encompassing production, delivery, and recycling. In the current context of increasingly intricate domestic and international security landscapes, the quality of these services directly influences the efficiency of the defense industry. Z Company, a prominent entity in the field of military logistics services, has not only assembled a professional military logistics service support team but also occupies a leading position in aspects such as the transportation of related products and security escort. Nevertheless, with the accelerated pace of national defense and military modernization, more stringent requirements have been imposed on military logistics services. To better assist Z Company in fulfilling its primary responsibility of strengthening the military and further enhancing its professional proficiency, a comprehensive and all - round evaluation of its military logistics service quality is imperative, accompanied by the formulation of targeted improvement strategies. This thesis based on in - depth investigations and studies of Z Company and the military logistics market, meticulously analyzes the practical issues it currently encounters. Grounded in the SERVQUAL theory and integrating the distinctive characteristics of the military logistics service industry, a characteristic military logistics service quality evaluation index system is constructed. This system consists of 6 first - level indicators and 35 second - level indicators. By comprehensively applying the Analytic Hierarchy Process (AHP) and fuzzy comprehensive evaluation methods, a comprehensive and objective assessment of Z Company's military logistics service quality is carried out. The research reveals that "security, confidentiality, and reliability" constitute the core elements of Z Company's military logistics services. Z Company demonstrates satisfactory performance in these three domains. However, there remains significant room for improvement in areas such as resource allocation, service scope expansion, and cost control. In light of these findings, this thesis proposes a series of improvement strategies. These include the systematic integration of internal and external logistics service resources, seizing the opportunities presented by the socialization of military logistics support and the construction of urban emergency rescue systems to broaden the service scope, and streamlining multimodal transportation to reduce the costs of the industrial chain. Simultaneously, a set of supporting measures are formulated for the implementation of these improvement strategies. The ultimate goal is to enhance Z Company's military logistics service capabilities and market competitiveness, while also providing valuable references and insights for the entire military logistics industry.
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