Study Of Customer Satisfaction Of Logistics Corporations Based On Fuzzy Comprehensive Evaluation

In the fierce market competition, how to provide high-quality logistics services to meet all customers' needs, achieve customers' satisfaction and gain customers' loyalty is the key to survive and develop for the logistics enterprises. Therefore, the systematic study of logistics enterprises' customer satisfaction has very important significance and role.This Paper organizes the full text according to "theory-method-application", and revolves the evaluation of the logistics enterprise customer satisfaction, have carried on analysis and discussion the evaluation of the logistics enterprise customer satisfaction index from the two respects of the theory and practice.At first, this paper has analyzed customer satisfaction theory and the logistics enterprise customer satisfaction index research and systematic combs.Then, from the system angle structure customer degree of satisfaction appraise system, construct the testing model of the logistics enterprise customer satisfaction index and study customer satisfaction appraisal from the system angle. Have introduced several kinds of common customer satisfaction evaluation index model both at home and abroad, including the SCSB, ACSI, ECSI, CCSI and the CSI improve model etc. and then provide the appraisal system with the basic composition, design principle and process. On this basis, this paper set up the new model customer satisfaction evaluation which is suitable for logistics enterprises. This model have considered the five main indexes which influence customer satisfaction: enterprise image, service price, service quality customers complain and customer loyalty, and structure the evaluation index system. In the following part this paper has introduced the method of customer satisfaction evaluation-Fuzzy comprehensive evaluation, which regard customer as the centre, adopt expert investigation method to confirm the index weight.Finally, take X logistics enterprise as the case with real diagnosis analysis. The form of questionnaire was utilized to collect and quantity the data, and then the current situation of the customer satisfaction in X logistics enterprise has been diagnosed.This paper studied the method of logistics enterprise customer satisfaction index appraisal, and provided the quantification model. The result of the model dealt with can carry on the diagnosis to the current situation of the customer satisfaction of logistics enterprises. The study in this paper may be management reference function for the logistics enterprise.