Research On Customer Satisfaction Of Commercial Logistics Cigarette Distribution

The world economic globalization will make Chinese market further liberalization,the tobacco industry will get more harvest and opportunities, but it also will meet unprecedented challenges at the same time. If the tobacco industry want to stand out from the crowd, it should fully grasp the needs of customers, and provide customers with the most satisfactory products and quantity services. Customer satisfactory will directly determines the level of tobacco enterprises’ services, and it has a guiding significance to the development direction of the tobacco industry. So the performance evaluation is essentially the evaluation of the enterprise overall ability and the comprehensive service level, it also embodies the core competitiveness of enterprises.Therefore, it has much practical significance to carry out the performance evaluation of customer satisfaction for cigarette distribution.Based on the related theories of cigarette distribution and customer satisfaction,combined with the analysis of the tobacco industry’ present situation, mode and process,this paper carried out comprehensive evaluation and empirical analysis of customer satisfaction.Firstly, the article carried out a literature review of the logistics distribution and customer satisfaction, based on the literature review, I summarized the excellent research experts and scholars at home and abroad,at the same time, I also reviewed the limitations of current research, then by extending the concept of business logistics to the tobacco industry, I defined the business logistics distribution, and outlined the sorting and delivery process of the cigarette distribution, it provided theoretical basis for the comprehensive performance evaluation of cigarette distribution customer satisfaction.Secondly, after the analysis of the influence factors of customer satisfaction in the process of cigarette distribution, Under the idea of levels of “radiation, network topology and step by step refinement”, combined with literature research, experts’ and customers’ advice,I built the customer satisfaction evaluation index system of the business logistics cigarette distribution. After repeatedly demonstrated the advantages and disadvantages of all kinds of evaluation methods and models,I innovative introduced fuzzy network analysis method into the performance evaluation of cigarette distribution customer satisfaction.Thirdly, with the help of fuzzy network analysis, I carried out empirical research for the Jiangbei distribution center of Chongqing cigarette logistics company, according to the result of the evaluation, I analyzed the cause of the low level of customer satisfaction in the process of cigarette distribution, and I also provided several operable policy suggestions for the tobacco commercial enterprise for seeking solutions.Lastly, I summarized the research results and the main research content of the full text, and I also analyzed the deficiency in the process of the research, then I compiled research and improvement work in future,and I prospected the application promote value of the research,in the end, at the same time, I indicated the direction for customer satisfaction of cigarette distribution in future.