中国第三方物流企业顾客满意度测评指标体系实证研究

An Empirical Study on Customer Satisfaction Index System in Chinese TPL

随着中国加入 WTO,越来越多的外国物流企业进入中国,中国第三方物流企业将面临巨大挑战。为了获得竞争优势,很多企业开始重视顾客满意管理。但目前尚没有一套评价第三方物流企业顾客满意度的指标体系。本文从顾客的角度,构建一套测评第三方物流企业顾客满意度的指标体系,并运用SPSS11.0对66个样本数据进行分析,结果表明,指标体系具有较高的信度和效度。本文为我国物流企业提供了测评顾客满意度的依据。

With the entry of China to WTO, more and more foreign TPL will enter China. Chinese TPL will face huge threats. Most of them are beginning to attach importance to customer satisfaction in order to gain competition advantages. But there is no scientific index system to assess customer satisfaction degree in Chinese TPL. This study presents an index system on customer satisfaction in customer perspectives. With 66 customers as samples, the study mainly sets to analyze the data by using SPSS 11.0. The results show that the index system has good reliability and validity. This study provides some guidelines for Chinese TPL to assess customer satisfaction degree.