Study On Establishing The Customer Service Level Of Logistics Company

These years, Chinese logistics industry is developing very fast and a lot of logistics enterprises emerge because of the great support of Chinese government. While these enterprises swarming into the industry, the competence is stormier. As the key of logistics industry, customer service has influence over the cost and income at the same time, and it can affect the market occupation percentage. So it is necessary to study how to establishing the best customer service level to provide theoretical basis for the competence between logistics enterprises.A great deal of achievement of economics is used in the research of logistics theory. That push ahead with the development of logistics theory, but it also brings about some trouble about understanding. So this thesis differentiates and analyses customer.service, logistics service, customer service level, and customer satisfaction to point out the particularity of the customer service in the logistics industry. There are many factors which have influence over customer service. According the degree of difficulty the manager control them, these factors can be divided into the powerful flexibility factors and weak flexibility factors, so the customer service management start with the powerful flexibility factors and the control to the weak flexibility factors should be focused on the phase of planning. Considering the importance of the stability of logistics system, this thesis seriously discussed how the logistics stability affects the cost of customer.The logistics customer service includes many aspects, so we should use index system not just one index to scale it. The thesis has established the principle of building up the logistics service controlling index system and the process of service criteria.The thesis has regarded the logistics service controlling indexes as cost calculating objects to make sure the costs of different servicelevel by using the way of Activity Based Costing. Being gotten rid of the influence of the volume of business, every unit business' cost in different service level and the quantitative relationship between cost and service level be founded.Customer would like to choose the better supplier and the supplier is better, the business share is larger;No matter how good the supplier is, customer would never choose him as the only supplier. Based on the two assumptions hereinbefore, this article has build up models to describe how the customer service level affect customer' s supplier choosing in the perfect and imperfect competence market. Using these models, this article has established how to find out the best service level respectively under the profit maximization principle and under the competence principle.This article brings forward the concept of transverse different service and fore-and-aft different service, and using the established models to point out how to establish service criteria in detail. For the importance of customer satisfaction, this article also discussed how to raise customer satisfaction.