Abstract: Delivery service quality is the key to e-commerce companies. Its core is accurate, timely, efficient and lossless delivery, which shows reliability effective. So the problem of express service quality evaluation can be converted into the issue of reliability evaluation. At first, brittleness is introduced to delivery system by system, subsystem, brittle event, and brittle factor to construct a conceptual model. Then, the information entropy and the rank entropy are applied to obtain the brittleness coefficient by the ranking consistency of factors and the decision. Based on this, the ranking rules of factors and subsystems are obtained and a reliability evaluation model for the express service system is established. Finally, the validity of the model is verified by case analysis. And the result is used to the analysis and evaluation of the service quality of express companies.

Key words: express service system, brittleness, ranking entropy, reliability evaluation

摘要： 快递服务质量是电商企业在激烈竞争中生存的关键，其核心是精准、及时、高效且无损的配送。因此，保证快递系统配送可靠性是提升快递服务质量的有效手段，可将快递服务质量评价决策转化为快递系统可靠性评价问题。引入脆性概念，将快递系统按系统、子系统、脆性事件、脆性因子的层次分解，构建快递系统脆性风险概念模型。基于信息熵理论给出系统脆性的可能性程度。引入有序熵方法，用因子与决策排序的一致性程度定义脆性系数。在此基础上，给出快递服务子系统的排序规则，建立快递服务系统可靠性评价模型。通过案例分析验证了模型的有效性，对快递企业的服务质量进行分析与评价。

关键词: 快递服务系统, 脆性, 有序熵, 可靠性评价