摘要
对物流行业客户满意度影响因素进行了分析,建立了客户满意度评价指标体系。结合具体物流企业的问卷调查统计结果,利用可拓层次分析(EAHP)和模糊综合评价相结合的方法对客户满意度进行综合评价,并提出了相应的改进方案。
The paper analyzes the factors influencing logistics enterprise customer satisfaction, establishes an index system for customer satisfaction evaluation, and, in connection with data collected via questionnaire survey on certain logistics enterprises, combines the extended analytic hierarchy process （EAHP） with fuzzy comprehensive evaluation method to perform the evaluation, with suggestions for improvement given at the end.
出处
《物流技术》
2011年第4期78-81,共4页
Logistics Technology
