M Logistics Company Customer Satisfaction Assessment

In recent years, along with the rapid growth of economy in our country, the logistics industry has become the new growth point of national economy. Due to the increasing demand for logistics in modern society, make logistics enterprises emerge in endlessly, even many foreign logistics companies have also break into the Chinese market, the logistics industry is in an increasingly competitive. In our country the small and medium-sized logistics enterprises is the main market players, they have characteristics of "scattered" "small" "mess", small and medium-sized logistics enterprises want to survive and develop in the intense competition environment, it is necessary to continuously improve service quality, emphasis on customer satisfaction management.M logistics company as small and medium-sized logistics enterprises, is a typical maintain enterprise customer relationship company, customer satisfaction is particularly important to the performance of enterprises. In this paper, after reading a large number of customer satisfaction research literature, on the basis of using the combination of theory and empirical analysis method, set up complete satisfaction evaluation index system for M logistics company, to evaluate the customer satisfaction.The aim is to improve customer relationship management, to improve M logistics company service quality, to maintain old customers and develop new customers.In the aspect of theory, based on the perspective of small and medium-sized logistics enterprises, firstly introduce the status of customer relationship management of small and medium-sized logistics enterprises and customer satisfaction evaluation methods, secondly analyze the characteristics of logistics customer satisfaction and influence factors of small and medium-sized logistics enterprise customer satisfaction;again research in customer relationship management present situation of M logisticscompany and put forward reasonable customer satisfaction evaluation idea; finally on the basis of the factors of M logistics company customer satisfaction build a scientific satisfaction evaluation index system and evaluation model.In empirical aspect, by questionnaire method obtain M logistics company research data, using the analytic hierarchy process(AHP) and fuzzy comprehensive analysis method to calculate results,sort the final results of the satisfaction evaluation index, give some suggestions to improve the quality of customer service and perfect M logistics company’s customer relationship management(CRM).Satisfaction assessment can make M logistics company understand the feeling of the customer, to know the real expectation needs of customers, effectively strengthen and improve the service. Not only provide reference for small and medium-sized logistics enterprises’ satisfaction research, but also can further enrich the customer relationship management(CRM) theory.