The Study On Third Party Logistics Delivery Based On Customer Satisfaction

When the market guided by “product” changed into the market guided by “client”,the idea of “customer-centric”is receiving more and more attention. Plenty of researchindicated that customer’s satisfaction decided the business performance and the futuredevelopment of the enterprise, and this is more important to the third party logisticsenterprises which put the high quality service in the first place. Along with economicglobalization upsurge and the intensifying market competition, the third party logisticsenterprises have to take customer satisfaction as strategic objectives to ensure marketshare. And logistics delivery is the most closely link with customers in the wholelogistic process, so it directly related to customer satisfaction of the whole logisticsprocess. It is the key of third party logistics enterprises’ survival and development thathow to provide more quality services to customers, so that they can be satisfied andeven loyalty.This paper had discussed the problems of third party logistics delivery based oncustomer satisfaction by connecting theory of customer relationship management,traditional related data of third party logistics delivery and the reality of DeBanglogistics. Firstly, my thesis analyzed the situation of customer loss of DeBang logisticsand pointed out the urgency of taking measures to improve customer satisfaction. Then,my thesis analyzed the customer satisfaction survey results of DeBang logistics usingfuzzy comprehensive evaluation method and summed up the present situations andproblems of DeBang logistics customer service. Furthermore, my thesis analyzed twolower customer satisfaction part, delivery timeliness and goods integrity.At last, in theface of the delivery delay, goods damage and other service mistakes, from the reality ofDeBang logistics, combined with the service recovery related knowledge, my thesisanalyzed the implementation of service recovery strategy in order to the third partylogistics enterprise to reduce customer dissatisfaction, improve customer satisfaction toprovide reference.