集装箱码头客户满意度及发展对策研究

Container Terminal Customer Satisfaction and Development Countermeasures Researches

分析集装箱码头运作机理,从不同视角剖析客户需求,并建立具有内部依赖性的集装箱码头客户满意度指标体系。运用网络层次分析法和模糊综合评判方法进行指标权重确定和综合评价,判定服务主体综合服务水平。最后,运用该方法对厦门港集装箱码头进行实例分析,发现制约厦门港发展关键点,并根据分析结果提出解决对策。

Analysis of container terminal operation mechanism, from the perspectives of different analyze customer needs,build internal dependence of container terminal customer satis- faction index system. Using analytic network process （ANP） and fuzzy Comprehensive evaluation method and comprehensive evaluation index weight, determine the service main body comprehensive service level. Finally, using the method to analyze a Xiamen port, found the factors restricting the developmerit of Xiamen, and put forward countermeasures according to the analysis results.