Research Of Evaluation On Customer Satisfaction Degree In Third Party Logistics Enterprises

These years, Chinese logistics industry develops very fast and a lot of logisticsenterprises emerge because of the great support of Chinese government. While theseenterprises swarming into this industry, the competence is becoming more and morestormy. Customers have higher demand on logistics service quality, which bring deeperpressure on every corporation. So, every corporation is looking forward to findingsome effective ways to increase customer satisfaction to keep their customers, on thebasement of which they can continuously improve logistics service quality in order towin larger competitive advantages.Customer satisfaction theory is an economic and management way on the base ofcustomer satisfaction which had obtained the authorization and attention of people inthe enterprise and science field. And yet, the research about customer satisfaction testand assessment in TPL is still at the beginning stage, setting up complete customersatisfaction test and assessment system and guarantee system has greater academicvalue and practicing meaning. As to enterprise, if can adjust one's own operationsobjective and tactics as soon as possible, pursue idea of customer satisfaction,implement customer satisfaction to manage, could establish the new competitiveadvantage, realize the win win between the enterprise and customer.The background, status and trend of the research home and abroad are expatiatedin this thesis, Meanwhile, consumers remain theory, customer delivered value theoryand the models of customer satisfaction index measurement on the base of growth poletheory are discussed here. Then, it analyzes the different kinds of factors effectingcustomer satisfaction. It establishes customer satisfaction index system according tothe different factors. It is purposed to explore SEM and supply the method foranalyzing the influencing factors associated with the customer satisfaction effect. Thedata in the field of customer satisfaction effect are fitted by SEM.We establish andconduct two customer satisfaction models hypothesis tests, one is measurement model,the other is SEM. They make the relation of variable known and measure the customersatisfaction situation. At the same time, it represents the procedure the of customersatisfaction measurement in TPL.It also uses four parts graph analyzing the weaknessand strength for the TPL. At last, basing on the previous theories and chapters, thecustomer satisfaction index measurment on Softtran logistics Company is studied. Thedemonstration proves that the theory and method put forward in this paper is feasibleand scientific.