Research On Customer Service Appraisal Of Sinotrans Container Lines Company

As the containerization in the main shipping lines of the world essentially accomplished, the world container liner markets have get into the mature stage. With the transformation from the seller to the buyer, the relation between the supply and the demand presents some fresh traits. The customer-oriented service-marketing viewpoint has been accepted and valued by more and more shipping companies. Yet, at the moment, most companies still haven't understood and thoroughly probed into the connotation of this strategy, especially the systematically segmental research in the execution of this strategy. This is not the problem eagerly to be solved, but also a new subject that is confronted by the shipping companies.This paper is based on the theory of customer service and then studies on the service of container transportation enterprises. Firstly, it expatiates the meaning and characteristics, and analyzes the customers' demand of container transportation enterprises, combining with the characteristics. And then it points out the service factors in the transportation service and founds the index system. Through the specialist evaluation and AHP (Analytical Hierarchy Process), it makes the stationary indices into the quality index and confirms the comparative importance of the service factors in customer service. At last, it gives some advices on the customer service of container transportation enterprises according to Sinotrans Container Lines Company.It is hoped that by reading this paper, it is not merely confined to the business at writer's location. It could also plays an important role in reference and exchange to the colleagues of the same industry, so as to form the criterion of customer service as soon as possible, promote the entire service level of this industry, take shape the fair and reasonable competitive environment, and accelerate the entire industry to develop healthily and in order.