A Research On Comprehensive Evaluation Methods Of Customer Service Level Of Logistics Enterprises

As one of the top ten revitalizing industries in the new period of our country, logistics has attracted much concern and exception from our people.However,the development of the logistics enterprises is really difficult in the reality.It involves many reasons.In addition to some incompleteness of related state systems and competitive environment with various industries,the inadequate management of logistics enterprises and the low customer service level are the main reasons. Nowadays,the turbulence of external economic situation prompts more and more foreign logistics enterprises speed into our country and the competition among internal logistics enterprises are very intense,due to contraction of the supply.As the major competitive method,customer service level not only influences the costs and income of the enterprises but also works as the core method to the market share. Therefore,the research conducted on comprehensive evaluation methods of customer service level of the logistics enterprise is necessary,which can provide theoretical support for logistics enterprises to improve their customer service levels.In order to evaluate the customer service level of logistics enterprises synthetically,the customer service level of logistics enterprises is chose as the research objective.After the systematic review of related theory on evaluation of customer service level of logistics enterprises,the thinking of evaluation is put forward.Firstly,based on various dynamic and static evaluation methods in existence,dynamic QFD method is adopted to systematically analyze the influence factors of customer service level of logistic enterprises,from the building of index system of customer service level of logistics enterprises to the match of customer demand and service capacity.Then the weight of each evaluation index is determined by the application of neural network simulation method etc.and fuzzy comprehensive evaluation method is applied to evaluate the customer service level of logistics enterprise and a series of results can be achieved.As last,an enterprise is taken as an example to introduce how to evaluate customer service level of logistics enterprises synthetically and according to the results of evaluation,some tactical suggestions are given to optimize customer service level of this company...