Sinopec Hunan Branch Of Oil Logistics Customer Service Evaluation Studies

Logistics service is the bond connecting oil refinery, the points of network and issuing storeroom as well. It plays an important role in market sales. Offering Logistics service of high quality and high effect for customers is the living and developing base of Hunan Branch Company. How to continue developing the service quality of logistics customers and upgrading service level to gain the advantages in enterprise competition is one of the difficulties and emphases in the research of logistics management field of Hunan Branch company. Therefore, it is necessary for Hunan Branch Company to coordinate, analyze and evaluate the available logistics customer service thoroughly so as to design a feasible optimization.This paper focus on the following aspects: (1) it established the model of the distribution and logistic customer service in Hunan Branch Company through the analyzing the factors of logistics customer service which influencing the performance of Hunan Branch Company; (2) it consummated the evaluation guideline system of logistics customer service level through distilling the important guideline of logistics customer service in Hunan Branch Company, and found out the problem by adopting the logistics customer service checking standard to diagnose the logistics customer service level in Hunan Branch Company; (3) it found out the different opinions about logistics issuing service quality in different groups through the customer satisfaction investigation which based on Kano model, and the possible incremental satisfaction andreductive discontent when using the quality satisfaction pointer to analyze and improve certain logistics service quality and tried to make these factors as the highlights in reforming logistics service quality of Hunan Branch Company; (4) it put forward the optimizing strategy of logistics customer service in Hunan Branch Company, and redesigned the logistics customer service project and tried to choose the scientific, reasonable and classic project by using Simple Additive Weighting, AHP/TOPSIS.This paper overcame the shortcomings of traditional ways which emphasizing the subjectivity through quantitating the qualitative guideline and tried to make the evaluation result more objective. In order to realize the whole optimization of logistic service and provide foundation for Hunan Branch Company to establish reasonable customer service level, the research ways and results in this paper are propitious to control the logistics service factors which effecting performance in practical operation of Hunan Branch Company, and to combine the dynamic optimizing logistics customer service.