Research On The Realization Of Customer Loyalty Of ST Logistics Company

In the face of the world economy developed slowly external pressure and change of the pattern of economic development intrinsic demand,logistics industry will be the third party logistics enterprise as one of the developing direction of modern logistics enterprises,the third party logistics is the essential content of quality logistics services,mainly for the production of manufacturing and product end users to provide services,provide services for the organization and coordination of the supply chain.With the rapid development of the third party logistics,the market increasingly competitive,access to customer resources become the focal point for the sustainable development of enterprises.Therefore,find new ways to realize enterprise customer loyalty and is a very urgent task.Through to the third party logistics,customer relationship management,relationship marketing,customer satisfaction and customer loyalty of the connotation of the literature review,found that most of the customer loyalty to achieve research mainly focus on service industry of retail,electronic products,food business and e-commerce industries,the study of third-party logistics industry is very rare.At the same time,the service quality,customer relationship management and relationship marketing integration,to build a complete customer loyalty implementation architecture,to study the small and medium-sized logistics enterprise customer loyalty research field is blank.In research in the impacting factors of customer satisfaction and loyalty,on the basis of this research has carried on the development and lay a theoretical foundation for follow-up study.Paper first studied the connotation and characteristics of the third party logistics enterprise,and according to the theory of customer relationship management,relationship marketing theory,customer satisfaction theory and the theory of customer loyalty,customer loyalty will be the third party logistics enterprise can be divided into two dimensions attitude loyalty and behavior loyalty.In combination with the practical situation of ST logistics enterprise at the same time,build up the small and medium-sized logistics enterprises implement customer loyalty to the overall architecture,by service quality,customer relationship management and relationship marketing of three parts,on the basis of improving customer satisfaction to achieve customer attitude loyalty,and customer relationship with the customer's perception of the value,achieve customer behavior loyalty.Through study the following conclusions:(1)"Take the customer as the center" the quality of service is the implementation of customer loyalty,customer value is provided by the third party logistics enterprise customer utility and customer pay cost ratio,customer-focused service concept and service quality is positively related to relationship,enterprise establish customer-focused service concept,and can improve the quality of service,improving customer perceived service quality,perceived value,improving customer service satisfaction,thus improving customer loyalty.(2)Pay attention to the cultivation of customer relationship value is of the third party logistics enterprise important guarantee for the implementation of customer loyalty,because relationship can make the third party logistics enterprise to the customer service can be expected,reassuring,at the same time,the third party logistics enterprises in the relationship between learning and adapt,may produce new service solution.In the process of the formation of relationship value,commitment and guarantee is important factor to create the value of relationship,so the customer value,switching cost,customer potential value commitment and guarantee to promote customer loyalty.(3)The Third Party Logistics enterprise customer demand is multi-dimensional,understanding customer needs is not a service itself,but a problem for the customer,for customers to solve the problem should be oriented from the complete industry chain,the whole life cycle,the whole process of "the integrity of the Angle of view to meet customer demand,for the third party logistics enterprise to provide customized service,improving customer loyalty.