第三方物流企业客户满意度评价指标的研究

Research on Evaluation Index of Customer Satisfaction of TPL Enterprises

近年来,第三方物流企业在我国得到了快速发展,但仍存在管理不科学、信息不完善、服务能力较低等问题,从而影响了第三方物流企业的客户满意度。针对这些问题,构建了一套较全面的第三方物流企业客户满意度评价指标体系,通过层次分析法和模糊数学的方法对某一第三方物流企业的客户满意度进行综合评价,并得出结论,为第三方物流企业在管理中提供借鉴。

In recent years,third party logistics enterprises has been rapid development in China,however,there are some problems,such as Unscientific management,Information is not perfect,Service capacity is low and so on. Thus affecting customer Satisfaction of the TPL enterprises. And constructed a comprehensive evaluation index system to deal with these problems. We used AHP and FCE to evaluated the customer satisfaction of a TPL enterprise,and draw a conclusion,This is provided reference in the management of TPL enterprises.