摘要
针对烟草商业公司对客户物流配送满意度不精确的定性评估问题,依据卷烟配送服务及客户满意度的特点,得出影响烟草商业企业配送中心客户满意度的主要因素,采用层次分析法计算指标权重,选取模糊评价法作为计算客户满意度的方法。通过案例分析、验证了构建评价体系的科学性和可行性,根据该指标体系得到该配送中心的物流服务水平,并提出提升满意度的建议。
Customer satisfaction appraisal system was established based on characteristics of cigarette logistics services and degree of customer satisfaction. Index weight was calculated by analytic hierarchy method and fuzzy judgment meth od was used to evaluate degree of customer satisfaction. Feasibility of the appraisal system was confirmed through case a nalysis, logistics service level was obtained by index system, and specific suggestions were put forward.
出处
《中国烟草学报》
EI
CAS
CSCD
北大核心
2012年第5期66-72,共7页
Acta Tabacaria Sinica
关键词
烟草
物流配送
满意度
模糊评价
tobacco
logistics distribution
degree of satisfaction
fuzzy evaluation
