物流企业配送系统的顾客满意度测评

A Customer Satisfaction Degree Evaluation in Logistics Distribution

为解决物流配送中满意度因素过多问题和进行有效的满意度水平测评,利用灰色关联分析和灰色关联聚类筛选出具有代表性的满意度指标,结合正三角模糊理论建立了完善的物流企业配送系统顾客满意度测评模型,最后对桂林某物流公司配送系统进行了客户满意度测评,结果对企业改善顾客满意度指出了方向。

For resolving the problem of too many Customer Satisfaction factors involved in logistics distribution and evaluating the degree of customer satisfaction, it filtrates representative Customer Satisfaction Index by the gray correlation analysing and gray correlation clustering, and sets a good evaluation model of customer satisfaction degree （CSD） in logistics distribution, according to Positive Triangular Fuzzy theory. In the end, it introduces the application of this model by an instance and points out the ways of improving customer satisfaction degree.