The Study On Logistics Service Customer Satisfaction Of Distribution Center

With the development of logistics, logistics service has great importance onimproving enterprises'profits and building enterprises'core competition. Andcustomer satisfaction becomes more and more important in enterprises. Enhancingcustomer satisfaction through logistics services has become an important issue inmodern enterprise management. In the past, the study mainly focused on the timing ofdistribution center logistics service, and the studies were also mainly focused on thestage of transactions with customers. There is lack of study on the influence thatinternal operations of distribution center made on logistics service quality customersatisfaction.Based on this, this paper studies distribution center logistics service qualityevaluation system in depth from the perspective of customer satisfaction, and soughtto construct distribution center customer satisfaction evaluation system to meet theneeds of China's logistics service development, and contribute to our logistics servicesCompetitiveness of industry development.On the basis of the distribution center's general flow, this paper has built adistribution logistics service quality indicators system in accordance with the principleof logistics distribution, and has used analytic hierarchy process to establish the indexweight. Then points out the method of defining dimensionless indexes, thus thelogistics service level of the distribution center is assessed. Then under the theory ofACSI, the method of calculating customer satisfaction is determined, the factors ofimpacting customer expectation are analyzed, and further the value of customersatisfaction is determined. Finally, using the example of T Distribution Center, thepaper analyzes its logistics services, and gets its logistics service quality levelaccording to logistics service quality index system, and analyzes the customersatisfaction under this level, and finally raises f a number of suggestions for the weakpoints of the distribution center. The main study content and innovations of this paperare as follows: (1) the factors of impacting the distribution center logistics servicequality are analyzed, and combined with previous research results, a logistics servicequality index system is built; (2) the factors that affect customer expectations is analyzed, and using customer satisfaction model, the method of calculatingdistribution center's customer satisfaction is determined.