3PL客户满意度模糊评判方法

Fuzzy Synthesis in Customer Satisfaction Degree of 3PL

在分析影响第三方物流(3PL)的客户满意度(CSD)因素的基础上,通过引入综合表现度的概念,采用模糊综合评判的方法对第三方物流企业的服务进行评价.在建模中用ABC分类法对客户的重要性进行了区分,从而可以了解客户对不同评价指标的关注区别,把有限的项目预算投入到提高客户满意度要求高的服务指标上,得到更高的满意综合表现度,达到对第三方物流服务进行完善和提高的目的.

Based on the analysis of the factors that affect customer satisfaction degree （CSD） in third party logistics （3PL） and introducing the concept of synthesis performance indicator, the fuzzy synthesis evaluation method is adopted to assess the evaluation system of 3PL. In order to distinguish different kinds of customers, the Activity Based Classification （ABC） is introduced into the model. With this model, the factors which customers are interested in are focused more attention for 3PL to obtain higher CSD under limited program budget, so the 3PL service program is improved.