摘要
企业顾客满意度是顾客对企业的产品和服务认可程度的综合反映,对第三方物流企业开展顾客满意度综合评价,有助于企业及时了解顾客诉求,及时改进服务质量,进而提升企业的综合竞争能力。结合当下我国第三方物流行业发展实际,建立了一套科学、全面的综合评价指标体系并给各评价指标赋予了权重,并基于实例,采用模糊综合评判法对其开展综合评判。
Enterprise customer satisfaction is comprehensive reflection of customer acceptance degree to enterprise products and services. Carrying out the comprehensive evaluation on customer satisfaction for the third party logistics enterprise, it can help enterprise timely understanding the customers＇ demands, in a timely manner to improve service quality and raise the comprehensive competition ability of the enterprise.Combining the reality of the third party logistics industry development in our country in the present, it set up a scientific and comprehensive evaluation index system and gifted weight to each evaluation index, and carry out comprehensive evaluation on it by fuzzy comprehensive evaluation theory based on examples.
出处
《物流科技》
2016年第10期42-45,共4页
Logistics Sci-Tech
基金
2016年兰州交通大学青年科学研究基金项目
项目编号:2016021
关键词
第三方物流
顾客满意度
评价指标体系
模糊综合评判
third party logistics
customer satisfaction
evalua tion index system
fuzzy comprehensive evaluation
