第三方物流企业顾客满意度测评指标研究

On Evaluation Index of Customer Satisfaction with Third Party Logistics Enterprises

目前大多数第三方物流企业对顾客满意度影响因素认识不足,而且整个物流行业尚未建立起一套公认的顾客满意度测评指标体系。针对这一问题,对华东地区各类性质近百家物流企业进行调研,通过对顾客满意度研究,优选出科学、合理的第三方物流企业顾客满意度测评指标,帮助物流企业提升对顾客满意度影响因素的认识水平。

Many third party logistics enterprises do not have a clear understanding of the factors influencing the customer satisfaction, and the logistics industry has not yet set up a commonly acceptable index system for evalu- ating customer satisfaction. Therefore, this paper, after investigating about one hundred logistics enterprises in East China area, selects scientific and reasonable their customer satisfaction indicators through analysis to help third party logistics enterprises understand factors influencing customer satisfaction.