# Study on Performance Evaluation of Service Supply Chain by Extension Method

Authors: Jun Cheng; Qiaoning Yang; Lin Lu
Journal: Discrete Dynamics in Nature and Society
 (2021)

---

## Abstract

With the rapid development of the service industry, the service supply chain has become one of the most popular areas. With the logistics service supply chain being an important branch of the service supply chain, we should pay attention to the role of logistics service supply chain in enterprises. How to evaluate the logistics service supply chain comprehensively and rationally has become an important task for related enterprises to solve urgently. This paper, through extensive literature analysis and research on logistics service supply chain projects, established an indicator system composed of 18 secondary indicators from three perspectives of customer satisfaction, logistics service capabilities, and co-development ability, using the analytic hierarchy process (AHP) to determine the weight of each index and matter-element analysis to establish a logistics service supply chain performance evaluation model. At the end of the paper, the performance ofS logistics enterprise is evaluated. The result turns out to be good, which is consistent with the actual situation, indicating that the evaluation system and method are effective and reliable.


---

## Body

## 1. Introduction

As the market competition gets fierce than ever, the needs of customers have become more diversified and differentiated. Under this background, enterprises seeking for core competitiveness in the market must transform single operation mode to a mode in which suppliers, customers, and partners could cooperate in multiple aspects. Thus, the necessity of supply chain management can gradually increase. As British scholar Martin Christopher once put “the supply chain in the market will replace enterprises as the main body of the economy. Under such a market environment, the competition between companies will gradually transform into competition between supply chains.” Since the supply chain was born in the manufacturing industry which is an important part of economic development, the existing research results are mainly concentrated on the manufacturing industry, while research on the service industry is less involved.The beginning of research in this field is marked by the article Understanding and Managing Service Supply Chain published by American scholar Ellram [1] in 2004. After that, research on service supply chain began to receive more attention. He believes that the essence of the service supply chain involves five levels: information, process, capability, service performance, and management, which mainly occurs in the entire chain from the initial supplier at the beginning to the most terminal customer in the professional service field. Neubert et al. [2] believe that the service supply chain is an integrated process management method involving information flow, logistics, capital flow, and other elements from the upstream service providers to the terminal service demand customers. Tate et al. [3] believe that the service supply chain is a process in which the primary supplier uses a series of methods such as information, operation, coordination, and supervision to compete with other members of the supply chain. Uysal [4] fully analyzed and explored the relevant theories of sustainable development in order to construct a supply chain performance analysis model covering the four dimensions including society, economy, environment, and resources. Kilibarda et al. [5] put forward the point of view that the entire supply chain should be considered when constructing performance evaluation indicators. Cho et al. [6] analyzed that the indicators of the evaluation system are composed of qualitative indicators and quantitative indicators, which have certain complexity and uncertainty. Gao et al. [7] integrated the logistics service supply chain from four perspectives: basic level, operation level, management level, and strategic level. He pointed out the advantages of strengthening informatization construction, providing a new direction for logistics integration research. Jia et al. [8] expanded the traditional four-dimensional balanced scorecard and built a five-dimensional logistics service supply chain performance evaluation index system for finance, customers, collaboration capabilities, logistics capabilities, learning, and growth. Chen [9] pointed out that in order to meet the country's economic development trend, it is necessary to optimize the green supply chain management and take low pollution, low energy consumption, and low emissions as the core ideas of the low-carbon economic model. Li et al. [10] analyzed the status quo of China's machinery industry supply chain management and green supply chain management evaluation status, carried out research on the performance evaluation index of green supply chain management of machinery manufacturing enterprises, and constructed a green supply chain management performance evaluation index system. Yang [11] constructed a low-carbon green supply chain performance evaluation index system based on low-carbon logistics and low-carbon green supply chain theories.When evaluating the performance of supply chain, different scholars hold different views on methodology. Murata et al. [12] integrated analytic hierarchy process and quantitative theory III to evaluate supply chain performance. Pramod et al. [13] used the network analytic hierarchy process to evaluate the performance of the service supply chain. Erol et al. [14] innovatively used fuzzy entropy and fuzzy multiattribute utility (FMAUT) multistandard framework to compare and analyze the sustainable performance in the supply chain environment. Shafiee et al. [15] applied the research approach of combining the network DEA and BSC models to the research of evaluating the supply chain performance of a certain food industry. Das et al. [16] evaluated the sustainability of the supply chain based on the analytic hierarchy process and fuzzy TOPSIS. Kazancoglu et al. [17] proposed a new overall conceptual framework for green supply chain management performance evaluation, which integrates environmental, economic, logistics, operational, organizational, and marketing performance. The proposed overall framework provides systematic tools for achieving the ultimate goal of circular economy. Wang et al. [18] combined the gray cluster evaluation method and the fuzzy comprehensive evaluation method to construct the performance evaluation model of agricultural product supply chain. Kazancoglu et al. [19] used the fuzzy comprehensive evaluation method and weighted average method to determine the weight and obtain the overall operating performance score.Based on what have been mentioned above, it can be found that the research field on the service supply chain has begun to take shape. However, the scientific research in the field of service supply chain has a short period of time. The theoretical system still needs to be further improved. The existing research results in the field of service supply chain still focus on qualitative research and lack quantitative research. At the same time, empirical analysis of existing results is still needed. Therefore, this article uses matter-element analysis to study the performance of the logistics service supply chain, exerts the theoretical role of extension theory, builds an analysis model, and then introduces the evaluation system and extension model into the enterprise for empirical analysis, to recognize the shortcomings of the enterprise and then improve it. In this way, it not only can enrich the research methods of the logistics service supply chain performance evaluation system but also promotes the sustainable development and market competitiveness of enterprises.


## 2. Performance Evaluation Index System of Logistics Service Supply Chain

### 2.1. Design Ideas of Performance Evaluation Index System

The performance evaluation of logistics service supply chain has tested the correctness of strategic decision of logistics service supply chain management to a certain extent, that is, whether it can improve the overall performance of the supply chain. In the performance evaluation process, not only the financial performance and operating performance of the supply chain must be evaluated but also the environmental performance of the supply chain should be evaluated. Therefore, the establishment of a comprehensive, scientific, and feasible performance evaluation index system is a necessary tool for improving the effectiveness of logistics service supply chain management.Based on the existing research results, combined with the characteristics of China's service industry and logistics enterprises, this paper comprehensively analyzes the factors affecting logistics service supply chain and initially designs the logistics service supply from the dimensions of customer satisfaction, service capabilities, and co-development ability. Figure1 shows the evaluation idea of the performance evaluation of logistics service supply chain.Figure 1
The design idea of the performance evaluation index system of logistics service supply chain.


### 2.2. Construction of Performance Evaluation Index System of Logistics Service Supply Chain

Based on the above design ideas and comprehensive consideration of the overall performance of the supply chain, a set of performance evaluation index system suitable for the characteristics of the logistics service supply chain is proposed. This system is based on collaborative development and focuses on the analysis of logistics service providers and the environmental impact between the two service processes. Table1 shows the logistics service supply chain performance evaluation index system.Table 1
Logistics service supply chain performance evaluation index system.
Logistics service supply chain performance evaluation systemACustomer satisfactionP1Timely delivery capabilityC1New customer growth rateC2Service flexibilityC3Customer satisfactionC4Customer demand response speedC5Service price advantageC6Logistics service capabilitiesP2Waste treatment capacityC7The ability to adapt to changes in demandC8Control ability of service processC9Service innovation abilityC10Business process management capabilitiesC11ProfitabilityC12Staff specializationC13Co-development abilityP3Information levelC14Enterprise cooperation trustC15Information transmission effectivenessC16Green competitivenessC17Company cultureC18The system is mainly divided into three parts, including the evaluation of customer satisfaction, logistics service capabilities, and co-development ability. Among them, customer satisfaction mainly focuses on reflecting the final result of logistics service supply chain in the operation process, and it also has certain representative significance for its external performance. The logistics service capability reflects the controlling situation in the whole service delivery process and also represents its internal performance to a certain extent. The main function of co-development ability is to measure the performance of each node. Based on the three first-level indicators proposed above and summarizing the existing research results, the corresponding second-level indicators are constructed.Against the backdrop that China’s economy has entered a new era and new situation, China has proposed the construction of ecological civilization. Responding to the government's green economic development requirements is an indispensable social responsibility of every enterprise. Therefore, we have expanded two new logistics service supply chain performance evaluation indicators in the indicator system, namely, “waste treatment capacity” and “green competitiveness.” At a time when people are paying more and more attention to environmental issues, the improvement of corporate environmental protection capabilities has a very important role in promoting the establishment of a good corporate social image. A good social image can enable companies to obtain more social resources and can enable companies to gain more advantages over competitors in the fierce market competition.


### 2.3. Determination of Evaluation Index Weight

The selection of index weight plays a very important role in the final result of target object evaluation. The determination of weight is different, and the final result is different. The analytic hierarchy process (AHP) is commonly used in existing research. Utilizing the advantages of the analytic hierarchy process (AHP) in the aspect of weighting can make the weight of the evaluation index be determined better and finally make the certain degree of importance of each index fully reflected. The performance evaluation of the logistics service supply chain is regarded as the overall target layer of the level analysis, and we denote it asA. We take customer satisfaction P1, logistics service capability P2, and co-development ability P3 as the first-level target layer. 18 indicators such as “timely delivery capability” and “new customer growth rate” represented by Cij are used as the secondary target layer. Using the expert scoring method to evaluate the relative importance of each indicator and generalize the evaluations from the experts, the comparison value of all levels of indicators can be finally determined to establish a judgment matrix to find the maximum eigenvalue and corresponding eigenvector of each matrix which can be examined in a consistency test.AP1P2P3P111/23P2214P31/31/41P1C1C2C3C4C5C6P2C7C8C9C10C11C12C13C11441/232C7131/3441/35C21/411/21/61/21/4C81/311/3331/44C31/4211/41/31/3C9331431/25C4264143C101/41/31/411/21/53C51/3231/411/2C111/41/31/3211/43C61/2431/321C123425417C131/51/41/51/31/31/71P3C14C15C16C17C18C141331/34C151/311/31/43C161/3311/33C1734317C181/41/31/31/71


## 2.1. Design Ideas of Performance Evaluation Index System

The performance evaluation of logistics service supply chain has tested the correctness of strategic decision of logistics service supply chain management to a certain extent, that is, whether it can improve the overall performance of the supply chain. In the performance evaluation process, not only the financial performance and operating performance of the supply chain must be evaluated but also the environmental performance of the supply chain should be evaluated. Therefore, the establishment of a comprehensive, scientific, and feasible performance evaluation index system is a necessary tool for improving the effectiveness of logistics service supply chain management.Based on the existing research results, combined with the characteristics of China's service industry and logistics enterprises, this paper comprehensively analyzes the factors affecting logistics service supply chain and initially designs the logistics service supply from the dimensions of customer satisfaction, service capabilities, and co-development ability. Figure1 shows the evaluation idea of the performance evaluation of logistics service supply chain.Figure 1
The design idea of the performance evaluation index system of logistics service supply chain.


## 2.2. Construction of Performance Evaluation Index System of Logistics Service Supply Chain

Based on the above design ideas and comprehensive consideration of the overall performance of the supply chain, a set of performance evaluation index system suitable for the characteristics of the logistics service supply chain is proposed. This system is based on collaborative development and focuses on the analysis of logistics service providers and the environmental impact between the two service processes. Table1 shows the logistics service supply chain performance evaluation index system.Table 1
Logistics service supply chain performance evaluation index system.
Logistics service supply chain performance evaluation systemACustomer satisfactionP1Timely delivery capabilityC1New customer growth rateC2Service flexibilityC3Customer satisfactionC4Customer demand response speedC5Service price advantageC6Logistics service capabilitiesP2Waste treatment capacityC7The ability to adapt to changes in demandC8Control ability of service processC9Service innovation abilityC10Business process management capabilitiesC11ProfitabilityC12Staff specializationC13Co-development abilityP3Information levelC14Enterprise cooperation trustC15Information transmission effectivenessC16Green competitivenessC17Company cultureC18The system is mainly divided into three parts, including the evaluation of customer satisfaction, logistics service capabilities, and co-development ability. Among them, customer satisfaction mainly focuses on reflecting the final result of logistics service supply chain in the operation process, and it also has certain representative significance for its external performance. The logistics service capability reflects the controlling situation in the whole service delivery process and also represents its internal performance to a certain extent. The main function of co-development ability is to measure the performance of each node. Based on the three first-level indicators proposed above and summarizing the existing research results, the corresponding second-level indicators are constructed.Against the backdrop that China’s economy has entered a new era and new situation, China has proposed the construction of ecological civilization. Responding to the government's green economic development requirements is an indispensable social responsibility of every enterprise. Therefore, we have expanded two new logistics service supply chain performance evaluation indicators in the indicator system, namely, “waste treatment capacity” and “green competitiveness.” At a time when people are paying more and more attention to environmental issues, the improvement of corporate environmental protection capabilities has a very important role in promoting the establishment of a good corporate social image. A good social image can enable companies to obtain more social resources and can enable companies to gain more advantages over competitors in the fierce market competition.


## 2.3. Determination of Evaluation Index Weight

The selection of index weight plays a very important role in the final result of target object evaluation. The determination of weight is different, and the final result is different. The analytic hierarchy process (AHP) is commonly used in existing research. Utilizing the advantages of the analytic hierarchy process (AHP) in the aspect of weighting can make the weight of the evaluation index be determined better and finally make the certain degree of importance of each index fully reflected. The performance evaluation of the logistics service supply chain is regarded as the overall target layer of the level analysis, and we denote it asA. We take customer satisfaction P1, logistics service capability P2, and co-development ability P3 as the first-level target layer. 18 indicators such as “timely delivery capability” and “new customer growth rate” represented by Cij are used as the secondary target layer. Using the expert scoring method to evaluate the relative importance of each indicator and generalize the evaluations from the experts, the comparison value of all levels of indicators can be finally determined to establish a judgment matrix to find the maximum eigenvalue and corresponding eigenvector of each matrix which can be examined in a consistency test.AP1P2P3P111/23P2214P31/31/41P1C1C2C3C4C5C6P2C7C8C9C10C11C12C13C11441/232C7131/3441/35C21/411/21/61/21/4C81/311/3331/44C31/4211/41/31/3C9331431/25C4264143C101/41/31/411/21/53C51/3231/411/2C111/41/31/3211/43C61/2431/321C123425417C131/51/41/51/31/31/71P3C14C15C16C17C18C141331/34C151/311/31/43C161/3311/33C1734317C181/41/31/31/71


## 3. Establishment of Service Performance Evaluation Model Based on Extenics

According to the evaluation index system and extenics theory established above, we can establish an extenics evaluation model of logistics service supply chain performance. In the analysis, the expansion evaluation model of object element is mainly divided into several different levels, and then objects will be evaluated in the collection of each level according to the determination degree of relevance between the objects and the level set, and it can be judged that the greater the degree of relevance between the objects and the level set, the objects to the set better fit. The main function of matter element is to describe the basic elements of things. ThingsN, things have characteristics C and their characteristic values v together constitute the three major elements of matter elements, so get the matter-element expression R=N,C,V. In this article, we assume that the logistics service supply chain is R. There are n indicators for its performance evaluation, which are c1,c2,c3,⋯,cn. Also, the corresponding characteristic value is v1,v2,v3,⋯,vn. So, there is the following n-dimensional matter-element matrix:(1)R=N,C,V=Nc1v1c2v2⋮⋮cnvn.


### 3.1. Determining the Classical Domain, Section Domain, and Object to Be Evaluated

(1)
Determining the classical domain: the classical domain refers to the range of values of the various performance indicators we established in different levels of performance. The following assumptions are made: the logistics service supply chain hasN performance indicators, and the performance level is divided into M levels; then, in the extension model, the classic domain of the logistics service supply chain performance indicators is(2)Rj=Nj,Ci,Vij=Njc1v1mc2v2m⋮⋮cnvnm=N1N2N3⋯NmC1V11V12⋯V1mC2⋮V21⋮V22⋯⋮⋮V2m⋮CnVn1Vn2⋯Vnm=N1N2N3⋯NmC1a11,b11a12,b12⋯a1m,b1mC2a21,b21a22,b22⋯a2m,b2m⋮⋮⋮⋮⋮Cnan1,bn1an2,bn2⋯anm,bnm.In the above formula, the dividedj-th level (j = 1, 2, …, m) is represented by Nj. The i-th performance evaluation index (i = 1, 2, …, n) is represented by Ci. The value range of Nj on the index Ci is represented by the classical domain Vij=aij,bij.(2)
Determining the section domain: section domain refers to the allowable value range of various performance indicators in the logistics service supply chain at all levels.(3)Rp=Np,Ci,Vpi=Npc1vp1c2vp2⋮⋮cnvpn=Npc1ap1,bp1c2ap2,bp2⋮⋮cnapn,bpn.In the above formula,Np represents all the grades to be evaluated and vp1,vp2,⋯,vpn is the value range of Np with respect to c1,c2,⋯,cn.(3)
After determining the classical domain and the section domain, the evaluation indicators of the logistics service supply chain performance to be evaluated and the value of the indicators are expressed in matter elements:(4)R0=p0,ci,vi=p0c1v1c2v2⋮⋮cnvn.Among them, the performance level of the logistics service supply chain waiting to be evaluated is represented byp0; the performance evaluation index of logistics service supply chain is represented by cii=1,2,⋯,n; the actual value of each performance indicator is represented by vii=1,2,⋯,n.


### 3.2. Determination of the Correlation Function

Correlation function is a tool for evaluating a certain indicator in the performance evaluation model of logistics service supply chain. Its essence is the degree of fit between the value obtained through statistical analysis and each classical domain. Now let us make an assumption; usingρvi,vij to represent the distance between the i-th index value of the matter element waiting to be evaluated and its classical domain, let ρvi,vpi represent the distance between the i-th index value of the matter element waiting to be evaluated and its section domain, and the calculation formula for the distance is as follows:(5)ρvi,vij=vi−12aij+bij−12bij−aij,(6)ρvi,vpi=vi−12api+bpi−12bpi−api.After calculating the distance, according to the extension theory, we get the formula of the correlation function as follows:(7)KjCi=−ρvi,vijvij,vi∈vij,ρvi,vijρvi,vpi−ρvi,vij,vi∉vij.In the above formula,KjCi is used to represent the value of the correlation function between the i-th index and the j-th level of the performance evaluation of the logistics service supply chain; vij is used to represent the size of the classic domain aij,bij between the i-th index and the j-th level of the performance evaluation of the logistics service supply chain; and vpi is used to indicate the scope of application of the i-th index section domain. Here, according to the weight ωii=1,2,⋯,n of all levels of indicators obtained by the weighting method in the previous article, we can calculate the correlation of each level of the performance rating of the logistics service supply chain to be evaluated:(8)kjpo=∑i=1nωiKjCi.If the evaluation standard is formulated for single-objective decision making, it is mainly based on the standard with the largest degree of fuzzy membership. According to this criterion, through scientific evaluation of the performance evaluation index system of logistics service supply chain, a preliminary judgment on the evaluation of performance level can be made. Thus, there are(9)kjpo=maxkjpoj=1,2,⋯,m.After a pairwise comparison between the degree of relevancekjpo and the rating level, according to the results of the comparison, a scientific and objective judgment can be made for the performance evaluation of the logistics service supply chain, so as to have a deeper level of the specific situation of the logistics service supply chain performance understanding. In the end, it provides a scientific basis to improve the performance of the logistics service supply chain for enterprise managers and decision makers.According to the steps of extension evaluation of logistics service supply chain performance described above, we can draw Figure2 as follows.Figure 2
Evaluation process of extension evaluation method.


## 3.1. Determining the Classical Domain, Section Domain, and Object to Be Evaluated

(1)
Determining the classical domain: the classical domain refers to the range of values of the various performance indicators we established in different levels of performance. The following assumptions are made: the logistics service supply chain hasN performance indicators, and the performance level is divided into M levels; then, in the extension model, the classic domain of the logistics service supply chain performance indicators is(2)Rj=Nj,Ci,Vij=Njc1v1mc2v2m⋮⋮cnvnm=N1N2N3⋯NmC1V11V12⋯V1mC2⋮V21⋮V22⋯⋮⋮V2m⋮CnVn1Vn2⋯Vnm=N1N2N3⋯NmC1a11,b11a12,b12⋯a1m,b1mC2a21,b21a22,b22⋯a2m,b2m⋮⋮⋮⋮⋮Cnan1,bn1an2,bn2⋯anm,bnm.In the above formula, the dividedj-th level (j = 1, 2, …, m) is represented by Nj. The i-th performance evaluation index (i = 1, 2, …, n) is represented by Ci. The value range of Nj on the index Ci is represented by the classical domain Vij=aij,bij.(2)
Determining the section domain: section domain refers to the allowable value range of various performance indicators in the logistics service supply chain at all levels.(3)Rp=Np,Ci,Vpi=Npc1vp1c2vp2⋮⋮cnvpn=Npc1ap1,bp1c2ap2,bp2⋮⋮cnapn,bpn.In the above formula,Np represents all the grades to be evaluated and vp1,vp2,⋯,vpn is the value range of Np with respect to c1,c2,⋯,cn.(3)
After determining the classical domain and the section domain, the evaluation indicators of the logistics service supply chain performance to be evaluated and the value of the indicators are expressed in matter elements:(4)R0=p0,ci,vi=p0c1v1c2v2⋮⋮cnvn.Among them, the performance level of the logistics service supply chain waiting to be evaluated is represented byp0; the performance evaluation index of logistics service supply chain is represented by cii=1,2,⋯,n; the actual value of each performance indicator is represented by vii=1,2,⋯,n.


## 3.2. Determination of the Correlation Function

Correlation function is a tool for evaluating a certain indicator in the performance evaluation model of logistics service supply chain. Its essence is the degree of fit between the value obtained through statistical analysis and each classical domain. Now let us make an assumption; usingρvi,vij to represent the distance between the i-th index value of the matter element waiting to be evaluated and its classical domain, let ρvi,vpi represent the distance between the i-th index value of the matter element waiting to be evaluated and its section domain, and the calculation formula for the distance is as follows:(5)ρvi,vij=vi−12aij+bij−12bij−aij,(6)ρvi,vpi=vi−12api+bpi−12bpi−api.After calculating the distance, according to the extension theory, we get the formula of the correlation function as follows:(7)KjCi=−ρvi,vijvij,vi∈vij,ρvi,vijρvi,vpi−ρvi,vij,vi∉vij.In the above formula,KjCi is used to represent the value of the correlation function between the i-th index and the j-th level of the performance evaluation of the logistics service supply chain; vij is used to represent the size of the classic domain aij,bij between the i-th index and the j-th level of the performance evaluation of the logistics service supply chain; and vpi is used to indicate the scope of application of the i-th index section domain. Here, according to the weight ωii=1,2,⋯,n of all levels of indicators obtained by the weighting method in the previous article, we can calculate the correlation of each level of the performance rating of the logistics service supply chain to be evaluated:(8)kjpo=∑i=1nωiKjCi.If the evaluation standard is formulated for single-objective decision making, it is mainly based on the standard with the largest degree of fuzzy membership. According to this criterion, through scientific evaluation of the performance evaluation index system of logistics service supply chain, a preliminary judgment on the evaluation of performance level can be made. Thus, there are(9)kjpo=maxkjpoj=1,2,⋯,m.After a pairwise comparison between the degree of relevancekjpo and the rating level, according to the results of the comparison, a scientific and objective judgment can be made for the performance evaluation of the logistics service supply chain, so as to have a deeper level of the specific situation of the logistics service supply chain performance understanding. In the end, it provides a scientific basis to improve the performance of the logistics service supply chain for enterprise managers and decision makers.According to the steps of extension evaluation of logistics service supply chain performance described above, we can draw Figure2 as follows.Figure 2
Evaluation process of extension evaluation method.


## 4. Case Analysis

### 4.1.S Enterprise Development Status

EnterpriseS is located in Anshun City, the central region of Guizhou Province, China, occupying an important geographical and strategic position. In addition to having good natural and geographical conditions, the reason why S enterprises can achieve rapid development is inseparable from the policies and development plans formulated by the local government. In its “13th Five-Year” strategic plan, the Anshun Municipal Government has built a “logistics platform” that includes logistics infrastructure, information network, and policy and regulation system; it re-integrates and configures logistics resources and focuses on the development of logistics industries in key industries, improves traditional logistics methods, and focuses on the introduction and development of large-scale logistics enterprises such as to build scientifically planned professional logistics parks to cultivate competitive industries.This article hopes to evaluate the company's logistics service supply chain performance to find out the areas that need improvement in its logistics service supply chain. Through on-site investigation of the company, quantitative statistics of quantifiable indicators are carried out, and the actual measurement values of the company are obtained as shown in Table2.Table 2
Statistical values of quantitative indicators for the performance evaluation ofS enterprise logistics service supply chain.
First-level indicatorSecondary indicatorsMeasurementsLogistics service supply chain performance evaluation system ACustomer satisfactionP1Timely delivery capabilityC13.15New customer growth rateC22.04Service flexibilityC32.18Customer satisfactionC44.08Customer demand response speedC53.16Service price advantageC61.47Logistics service capabilitiesP2Waste treatment capacityC73.07ProfitabilityC124.06Staff specializationC131.13For the qualitative indicators in the indicator system, we adopted the expert scoring method and selected 9 middle and senior leaders of enterprises or college teachers to score the qualitative indicators from 0 to 5 points. The lower the number, the lower the score, and the higher the number, the higher the score. Then, we take the average value and get the value as shown in Table3.Table 3
Statistical values of qualitative indicators for the performance evaluation ofS enterprise logistics service supply chain.
First-level indicatorSecondary indicatorsAverage valueLogistics service supply chain performance evaluation system ALogistics service capabilitiesP2The ability to adapt to changes in demandC83.64Control ability of service processC93.51Service innovation abilityC102.19Business process management capabilitiesC112.48Co-development abilityP3Information levelC141.7Enterprise cooperation trustC152.18Information transmission effectivenessC161.07Green competitivenessC172.61Company cultureC181.02


### 4.2.S Enterprise Logistics Service Supply Chain Performance Evaluation Steps

According to the construction of the aforementioned matter-element model and the extension evaluation method, the logistics service supply chain performance ofS enterprise is divided into five levels, as follows:N1 = (0–1) interval means very badN2 = (1–2) interval means poorN3 = (2–3) interval means generalN4 = (3–4) interval means betterN5 = (4–5) interval means the bestThen, according to the actual operation situation of the logistics service supply chain of the enterprise to be evaluated, we also invited relevant experts to score, and the classical domain and section domain below can be obtained.(1)
Determination of the classical domain:(10)Rj=N0N1N2N3N4N5C10,11,22,33,44,5C20,11,22,33,44,5C30,11,22,33,44,5C40,11,22,33,44,5C50,11,22,33,44,5C60,11,22,33,44,5C70,11,22,33,44,5C80,11,22,33,44,5C90,11,22,33,44,5C100,11,22,33,44,5C110,11,22,33,44,5C120,11,22,33,44,5C130,11,22,33,44,5C140,11,22,33,44,5C150,11,22,33,44,5C160,11,22,33,44,5C170,11,22,33,44,5C180,11,22,33,44,5.(2)
Determination of section domain:(11)Rp=NpC10,5C20,5C30,5C40,5C50,5C60,5C70,5C80,5C90,5C100,5C110,5C120,5C130,5C140,5C150,5C160,5C170,5C180,5.(3)
Calculation of relevance and comprehensive evaluation: according to the foregoing formulas (5)–(7) and the values of the indicators in Tables 2 and 3, the value of the correlation function of the secondary index of the logistics service supply chain performance evaluation of S enterprise can be calculated with respect to the evaluation level. Take C1 as an example:(12)K1C1=ρv1,v11ρv1,vp1−ρv1,v11=2.15−1.85−2.15=−0.5375,K2C1=ρv1,v12ρv1,vp1−ρv1,v12=1.15−1.85−1.15=−0.3833,K3C1=ρv1,v13ρv1,vp1−ρv1,v13=0.15−1.85−0.15=−0.075,K4C1=−ρv1,v14v14=−−0.151=0.15,K5C1=ρv1,v15ρv1,vp1−ρv1,v15=0.85−1.85−0.85=−0.3148.In the same way, the correlation degree of other secondary indicators with respect to the five levels can be calculated. We know that if the value of the correlation function valueKjci of the i-th index ci with respect to each level Nj (j = 1, 2, 3, 4, 5) is larger, it can be concluded that ci has more attributes of the level Nj (j = 1, 2, 3, 4, 5) (see Table 4).Table 4
The correlation of the five levels of the secondary indicators of theS enterprise logistics service supply chain performance evaluation system.
First-level indicatorSecondary indicatorsThe degree of relevance of secondary indicators to each levelPerformance levelN1N2N3N4N5Customer satisfactionP1C1−0.5375−0.3833−0.0750.15−0.3148BetterC2−0.3377-0.01920.04−0.32−0.49GeneralC3−0.3512−0.07620.18−0.2733−0.455GeneralC4−0.77−0.6933−0.54−0.080.08The bestC5−0.54−0.3867−0.080.16−0.3134BetterC6−0.24230.47−0.265−0.51−0.6325PoorLogistics service capabilitiesP2C7−0.5175−0.3567−0.0350.07−0.3252BetterC8−0.66−0.5467−0.320.36−0.2093BetterC9−0.6275−0.5033−0.2550.49−0.2475BetterC10−0.3521−0.07980.19−0.27−0.4525GeneralC11−0.3737−0.16220.48−0.1733−0.38GeneralC12−0.765−0.6867−0.53−0.060.06The bestC13−0.10320.13−0.435−0.6233−0.7175PoorCo-development abilityP3C14−0.29170.3−0.15−0.4333−0.575PoorC15−0.3522−0.07630.18−0.2733−0.455GeneralC16−0.06140.07−0.465−0.6433−0.7325PoorC17−0.4025−0.20330.39−0.1403−0.3677GeneralC18−0.01920.02−0.49−0.66−0.745PoorWith the data in the above table and according to formulas (8) and (9) and the index weights at all levels calculated in Table 5 above, the first-level indicators and final performance levels in the logistics service supply chain of s can be evaluated. Taking the correlation value of the “customer satisfaction P1” indicator for each level as an example, the calculation is as follows:(13)K1p1=∑i=16ωiK1ci=−0.555,K2p1=∑i=16ωiK2ci=−0.3231,K3p1=∑i=16ωiK3ci=−0.2589,K4p1=∑i=16ωiK4ci=−0.0925,K5p1=∑i=16ωiK5ci=−0.2361.Table 5
Summary of weights of performance evaluation indexes of logistics service supply chain.
First-level indicatorFirst-level weightSecondary indicatorsSecondary weightComposite weightCustomer satisfactionP10.3196Timely delivery capabilityC10.24740.0792New customer growth rateC20.04810.0154Service flexibilityC30.06360.0203Customer satisfactionC40.37430.1196Customer demand response speedC50.1030.0329Service price advantageC60.16350.0523Logistics service capabilitiesP20.5584Waste treatment capacityC70.16970.0948The ability to adapt to changes in demandC80.10620.0593Control ability of service processC90.23620.1319Service innovation abilityC100.05140.0287Business process management capabilitiesC110.06740.0376ProfitabilityC120.33860.1891Staff specializationC130.03040.017Co-development abilityP30.122Information levelC140.24890.0304Enterprise cooperation trustC150.09210.0112Information transmission effectivenessC160.15140.0185Green competitivenessC170.45750.0558Company cultureC180.05010.0061In the same way, we can also calculate the associated values of each level of the first-level indicators “logistics service capabilitiesP2” and “co-development ability P3.” The calculation results are listed in Table 6.Table 6
The correlation between the five levels of the first-level indicators of theS enterprise logistics service supply chain performance evaluation system.
IndexThe degree of relevance of the first-level indicators to each levelPerformance levelN1N2N3N4N5Customer satisfactionP1−0.555−0.3231−0.259−0.0925−0.2361N4 (better)Logistics service capabilitiesP2−0.6116−0.4811−0.25070.101−0.1862N4 (better)Co-development abilityP3−0.2994−0.01380.0627−0.3277−0.5015N3 (general)According to the data in the above table, we know that the logistics service supply chain ofS enterprise performs “better” in the two aspects of “customer satisfaction” and “logistics service capabilities,” and the performance of “co-development ability” is “general.”After evaluating the secondary indicators of the performance evaluation system ofS enterprise logistics service supply chain and according to formulas (8) and (9) and the weights of the first-level indicators in Table 5 above, we can calculate the overall performance level of S enterprise logistics service supply chain (see Table 7).Table 7
The correlation degree of the five levels of theS enterprise logistics service supply chain performance evaluation system.
IndexS enterprise logistics service supply chain performance evaluation system of the level of correlationPerformance levelN1N2N3N4N5Logistics service supply chain performance evaluation systemA−0.5554−0.3736−0.2151−0.0131−0.2406N4 (better)It can be seen from the above table that the performance level ofS enterprise logistics service supply chain is “Better”.


### 4.3. Analysis of Evaluation Results and Improvement Strategies

It can be seen from the evaluation results that the overall performance level of the logistics service supply chain of S enterprise is “better.” As far as the first-level indicators are concerned, the co-development ability of the enterprise is not as good as the other two dimensions, which affects the sustainable development capability of the enterprise. Taking the second-level indicators into consideration, the level of professionalization of employees of this company is not high, and the quality of employees needs to be strengthened. Also, the corporate culture does not meet the needs of coordinated development, and a much more united and vigorous corporate culture should be created. At the same time, the level of informatization is relatively backward. Unable to adapt to the high-paced market demand, there will be a problem of inefficient information transmission within the enterprise or between the enterprise and the outside of the enterprise, affecting the collaborative development ability of the enterprise, making the corporate spending and the service price higher than the peers. The innovation ability of enterprises is not strong, and the flexibility of service is not flexible. Although the ability to dispose of waste is relatively good, the overall green competitiveness is not strong, which indicates that the environmental awareness of the employees should be strengthened. Companies can deliver goods to customers in time and respond quickly to customer needs. Therefore, the company's customer satisfaction is still relatively high, so it can achieve profitability. Related suggestions for improvement are as follows:(1)
Strengthening the construction of modern information platform: first of all, we should strengthen the investment in the hardware facilities of the information platform and improve the level of enterprise informatization and service level, so as to meet the urgent requirements of the operation of the logistics service supply chain ofS enterprise. Secondly, we should focus on the cultivation of informatization talents, fully excavate professional talents, and enhance the soft power of the enterprise informatization level. Finally, the logistics information construction of S enterprise should make full use of information technology, continuously improve the logistics information system, realize the system connection with relevant government management departments, upstream and downstream suppliers, and other enterprises, and ensure the accurate transmission of information.(2)
Improving the awareness of green development:S enterprise must realize that green development is one of the most important strategies that enables companies to develop in a long-term sustainable manner. Therefore, it is necessary to have an objective and clear understanding of the interrelationship among enterprise development, environmental resources, and related stakeholders. At the same time, employees need to be instilled in the themes of resource conservation, environmental friendliness, and storage and transportation safety. Furthermore, seeking low-carbon supply chain strategic partners and establishing new strategic alliances between members are equally important. By reasonably assigning the tasks faced by each member in the supply chain, each member can complement each other's advantages and share resources.(3)
Establishing a good cooperative relationship: in the context of the rapid development of logistics services, the most prominent feature of today's logistics enterprises is the logistics service model of integrated supply chain. For suppliers, logistics service integrators are not solely buying and selling relationships but transforming into strategic partnerships with the continuous development of the logistics industry while establishing effective information interaction with upstream and downstream suppliers and service providers. Based on this,S enterprise can adopt advanced information technology methods to build a corresponding information network system, so that the low degree of information sharing can be improved for the purpose of information sharing. In this way, the cost of the enterprise can reduce with the improvement of the quality and ability to respond to customer needs.


## 4.1.S Enterprise Development Status

EnterpriseS is located in Anshun City, the central region of Guizhou Province, China, occupying an important geographical and strategic position. In addition to having good natural and geographical conditions, the reason why S enterprises can achieve rapid development is inseparable from the policies and development plans formulated by the local government. In its “13th Five-Year” strategic plan, the Anshun Municipal Government has built a “logistics platform” that includes logistics infrastructure, information network, and policy and regulation system; it re-integrates and configures logistics resources and focuses on the development of logistics industries in key industries, improves traditional logistics methods, and focuses on the introduction and development of large-scale logistics enterprises such as to build scientifically planned professional logistics parks to cultivate competitive industries.This article hopes to evaluate the company's logistics service supply chain performance to find out the areas that need improvement in its logistics service supply chain. Through on-site investigation of the company, quantitative statistics of quantifiable indicators are carried out, and the actual measurement values of the company are obtained as shown in Table2.Table 2
Statistical values of quantitative indicators for the performance evaluation ofS enterprise logistics service supply chain.
First-level indicatorSecondary indicatorsMeasurementsLogistics service supply chain performance evaluation system ACustomer satisfactionP1Timely delivery capabilityC13.15New customer growth rateC22.04Service flexibilityC32.18Customer satisfactionC44.08Customer demand response speedC53.16Service price advantageC61.47Logistics service capabilitiesP2Waste treatment capacityC73.07ProfitabilityC124.06Staff specializationC131.13For the qualitative indicators in the indicator system, we adopted the expert scoring method and selected 9 middle and senior leaders of enterprises or college teachers to score the qualitative indicators from 0 to 5 points. The lower the number, the lower the score, and the higher the number, the higher the score. Then, we take the average value and get the value as shown in Table3.Table 3
Statistical values of qualitative indicators for the performance evaluation ofS enterprise logistics service supply chain.
First-level indicatorSecondary indicatorsAverage valueLogistics service supply chain performance evaluation system ALogistics service capabilitiesP2The ability to adapt to changes in demandC83.64Control ability of service processC93.51Service innovation abilityC102.19Business process management capabilitiesC112.48Co-development abilityP3Information levelC141.7Enterprise cooperation trustC152.18Information transmission effectivenessC161.07Green competitivenessC172.61Company cultureC181.02


## 4.2.S Enterprise Logistics Service Supply Chain Performance Evaluation Steps

According to the construction of the aforementioned matter-element model and the extension evaluation method, the logistics service supply chain performance ofS enterprise is divided into five levels, as follows:N1 = (0–1) interval means very badN2 = (1–2) interval means poorN3 = (2–3) interval means generalN4 = (3–4) interval means betterN5 = (4–5) interval means the bestThen, according to the actual operation situation of the logistics service supply chain of the enterprise to be evaluated, we also invited relevant experts to score, and the classical domain and section domain below can be obtained.(1)
Determination of the classical domain:(10)Rj=N0N1N2N3N4N5C10,11,22,33,44,5C20,11,22,33,44,5C30,11,22,33,44,5C40,11,22,33,44,5C50,11,22,33,44,5C60,11,22,33,44,5C70,11,22,33,44,5C80,11,22,33,44,5C90,11,22,33,44,5C100,11,22,33,44,5C110,11,22,33,44,5C120,11,22,33,44,5C130,11,22,33,44,5C140,11,22,33,44,5C150,11,22,33,44,5C160,11,22,33,44,5C170,11,22,33,44,5C180,11,22,33,44,5.(2)
Determination of section domain:(11)Rp=NpC10,5C20,5C30,5C40,5C50,5C60,5C70,5C80,5C90,5C100,5C110,5C120,5C130,5C140,5C150,5C160,5C170,5C180,5.(3)
Calculation of relevance and comprehensive evaluation: according to the foregoing formulas (5)–(7) and the values of the indicators in Tables 2 and 3, the value of the correlation function of the secondary index of the logistics service supply chain performance evaluation of S enterprise can be calculated with respect to the evaluation level. Take C1 as an example:(12)K1C1=ρv1,v11ρv1,vp1−ρv1,v11=2.15−1.85−2.15=−0.5375,K2C1=ρv1,v12ρv1,vp1−ρv1,v12=1.15−1.85−1.15=−0.3833,K3C1=ρv1,v13ρv1,vp1−ρv1,v13=0.15−1.85−0.15=−0.075,K4C1=−ρv1,v14v14=−−0.151=0.15,K5C1=ρv1,v15ρv1,vp1−ρv1,v15=0.85−1.85−0.85=−0.3148.In the same way, the correlation degree of other secondary indicators with respect to the five levels can be calculated. We know that if the value of the correlation function valueKjci of the i-th index ci with respect to each level Nj (j = 1, 2, 3, 4, 5) is larger, it can be concluded that ci has more attributes of the level Nj (j = 1, 2, 3, 4, 5) (see Table 4).Table 4
The correlation of the five levels of the secondary indicators of theS enterprise logistics service supply chain performance evaluation system.
First-level indicatorSecondary indicatorsThe degree of relevance of secondary indicators to each levelPerformance levelN1N2N3N4N5Customer satisfactionP1C1−0.5375−0.3833−0.0750.15−0.3148BetterC2−0.3377-0.01920.04−0.32−0.49GeneralC3−0.3512−0.07620.18−0.2733−0.455GeneralC4−0.77−0.6933−0.54−0.080.08The bestC5−0.54−0.3867−0.080.16−0.3134BetterC6−0.24230.47−0.265−0.51−0.6325PoorLogistics service capabilitiesP2C7−0.5175−0.3567−0.0350.07−0.3252BetterC8−0.66−0.5467−0.320.36−0.2093BetterC9−0.6275−0.5033−0.2550.49−0.2475BetterC10−0.3521−0.07980.19−0.27−0.4525GeneralC11−0.3737−0.16220.48−0.1733−0.38GeneralC12−0.765−0.6867−0.53−0.060.06The bestC13−0.10320.13−0.435−0.6233−0.7175PoorCo-development abilityP3C14−0.29170.3−0.15−0.4333−0.575PoorC15−0.3522−0.07630.18−0.2733−0.455GeneralC16−0.06140.07−0.465−0.6433−0.7325PoorC17−0.4025−0.20330.39−0.1403−0.3677GeneralC18−0.01920.02−0.49−0.66−0.745PoorWith the data in the above table and according to formulas (8) and (9) and the index weights at all levels calculated in Table 5 above, the first-level indicators and final performance levels in the logistics service supply chain of s can be evaluated. Taking the correlation value of the “customer satisfaction P1” indicator for each level as an example, the calculation is as follows:(13)K1p1=∑i=16ωiK1ci=−0.555,K2p1=∑i=16ωiK2ci=−0.3231,K3p1=∑i=16ωiK3ci=−0.2589,K4p1=∑i=16ωiK4ci=−0.0925,K5p1=∑i=16ωiK5ci=−0.2361.Table 5
Summary of weights of performance evaluation indexes of logistics service supply chain.
First-level indicatorFirst-level weightSecondary indicatorsSecondary weightComposite weightCustomer satisfactionP10.3196Timely delivery capabilityC10.24740.0792New customer growth rateC20.04810.0154Service flexibilityC30.06360.0203Customer satisfactionC40.37430.1196Customer demand response speedC50.1030.0329Service price advantageC60.16350.0523Logistics service capabilitiesP20.5584Waste treatment capacityC70.16970.0948The ability to adapt to changes in demandC80.10620.0593Control ability of service processC90.23620.1319Service innovation abilityC100.05140.0287Business process management capabilitiesC110.06740.0376ProfitabilityC120.33860.1891Staff specializationC130.03040.017Co-development abilityP30.122Information levelC140.24890.0304Enterprise cooperation trustC150.09210.0112Information transmission effectivenessC160.15140.0185Green competitivenessC170.45750.0558Company cultureC180.05010.0061In the same way, we can also calculate the associated values of each level of the first-level indicators “logistics service capabilitiesP2” and “co-development ability P3.” The calculation results are listed in Table 6.Table 6
The correlation between the five levels of the first-level indicators of theS enterprise logistics service supply chain performance evaluation system.
IndexThe degree of relevance of the first-level indicators to each levelPerformance levelN1N2N3N4N5Customer satisfactionP1−0.555−0.3231−0.259−0.0925−0.2361N4 (better)Logistics service capabilitiesP2−0.6116−0.4811−0.25070.101−0.1862N4 (better)Co-development abilityP3−0.2994−0.01380.0627−0.3277−0.5015N3 (general)According to the data in the above table, we know that the logistics service supply chain ofS enterprise performs “better” in the two aspects of “customer satisfaction” and “logistics service capabilities,” and the performance of “co-development ability” is “general.”After evaluating the secondary indicators of the performance evaluation system ofS enterprise logistics service supply chain and according to formulas (8) and (9) and the weights of the first-level indicators in Table 5 above, we can calculate the overall performance level of S enterprise logistics service supply chain (see Table 7).Table 7
The correlation degree of the five levels of theS enterprise logistics service supply chain performance evaluation system.
IndexS enterprise logistics service supply chain performance evaluation system of the level of correlationPerformance levelN1N2N3N4N5Logistics service supply chain performance evaluation systemA−0.5554−0.3736−0.2151−0.0131−0.2406N4 (better)It can be seen from the above table that the performance level ofS enterprise logistics service supply chain is “Better”.


## 4.3. Analysis of Evaluation Results and Improvement Strategies

It can be seen from the evaluation results that the overall performance level of the logistics service supply chain of S enterprise is “better.” As far as the first-level indicators are concerned, the co-development ability of the enterprise is not as good as the other two dimensions, which affects the sustainable development capability of the enterprise. Taking the second-level indicators into consideration, the level of professionalization of employees of this company is not high, and the quality of employees needs to be strengthened. Also, the corporate culture does not meet the needs of coordinated development, and a much more united and vigorous corporate culture should be created. At the same time, the level of informatization is relatively backward. Unable to adapt to the high-paced market demand, there will be a problem of inefficient information transmission within the enterprise or between the enterprise and the outside of the enterprise, affecting the collaborative development ability of the enterprise, making the corporate spending and the service price higher than the peers. The innovation ability of enterprises is not strong, and the flexibility of service is not flexible. Although the ability to dispose of waste is relatively good, the overall green competitiveness is not strong, which indicates that the environmental awareness of the employees should be strengthened. Companies can deliver goods to customers in time and respond quickly to customer needs. Therefore, the company's customer satisfaction is still relatively high, so it can achieve profitability. Related suggestions for improvement are as follows:(1)
Strengthening the construction of modern information platform: first of all, we should strengthen the investment in the hardware facilities of the information platform and improve the level of enterprise informatization and service level, so as to meet the urgent requirements of the operation of the logistics service supply chain ofS enterprise. Secondly, we should focus on the cultivation of informatization talents, fully excavate professional talents, and enhance the soft power of the enterprise informatization level. Finally, the logistics information construction of S enterprise should make full use of information technology, continuously improve the logistics information system, realize the system connection with relevant government management departments, upstream and downstream suppliers, and other enterprises, and ensure the accurate transmission of information.(2)
Improving the awareness of green development:S enterprise must realize that green development is one of the most important strategies that enables companies to develop in a long-term sustainable manner. Therefore, it is necessary to have an objective and clear understanding of the interrelationship among enterprise development, environmental resources, and related stakeholders. At the same time, employees need to be instilled in the themes of resource conservation, environmental friendliness, and storage and transportation safety. Furthermore, seeking low-carbon supply chain strategic partners and establishing new strategic alliances between members are equally important. By reasonably assigning the tasks faced by each member in the supply chain, each member can complement each other's advantages and share resources.(3)
Establishing a good cooperative relationship: in the context of the rapid development of logistics services, the most prominent feature of today's logistics enterprises is the logistics service model of integrated supply chain. For suppliers, logistics service integrators are not solely buying and selling relationships but transforming into strategic partnerships with the continuous development of the logistics industry while establishing effective information interaction with upstream and downstream suppliers and service providers. Based on this,S enterprise can adopt advanced information technology methods to build a corresponding information network system, so that the low degree of information sharing can be improved for the purpose of information sharing. In this way, the cost of the enterprise can reduce with the improvement of the quality and ability to respond to customer needs.


## 5. Conclusion

First of all, this article uses the related theoretical model of extenics to evaluate the indicators. It conducts preliminary processing of the initial data, combining qualitative research with quantitative research, to discover the laws of things themselves and their influencing factors and find ways to solve complex problems. The performance of logistics service supply chain is discussed from a new perspective.Secondly, this article constructs a logistics service supply chain performance evaluation model based on extenics. Traditional evaluation methods cannot clarify the interrelationship between indicators, and it is difficult to explain the principle of factor activity. In this paper, extension evaluation, a new method of multidata quantitative decision making, is applied to the performance evaluation of logistics service supply chain. This method constructs the correlation function between the index and the evaluation grade, displaying the relationship between the result and the evaluation grade with the degree of correlation, so as to determine the evaluation grade and better reflect the performance of each link of the logistics service supply chain, the supply chain evaluation indicators, and overall performance of logistics service supply. This model can scientifically and systematically reflect the multifaceted performance of the logistics service supply chain to a certain extent, and the model has a wide range of applications.



---

*Source: 1223577-2021-10-29.xml*