| As an emerging industry, the third party logistics is developing rapidly after the age of80's of20century. With the integration of the global economy, and the social division of the industries, the third-party logistics Plays a more important role in social economy. With this phenomenon, the competition of third-party logistics in both international and domestic market is becoming even sharper. Logistics in fact is a kind of service. The purpose of the third Party logistics enterprise is to provide customer the qualified logistics service and make customer satisfied. How to measure the customer satisfaction index now becomes the main topic in third Party logistics enterprise. How to meet customer's requirement in all aspects by Providing high quality logistics service, how to make customer satisfied and finally gain customer loyalty, is the key to AM company's survival and development during the competition.This paper carries on the research and analysis on the measurement of Customer satisfaction Index of the third party logistics enterprise from both aspects of theory and practice.The first chapter describes the background and significant of the topics, reviews the research situation and proposes the framework and research methods; the second chapter describes the relevant theory, including the meaning, models, evaluation methods affecting factors of customer satisfaction; The third chapter analyzes the status of AM's customer satisfaction and studies the affecting factors and shortcomings of customer satisfaction; The forth chapter establishes customer satisfaction evaluation system of AM company, selects a scientific evaluation system and compares the different research methods; the fifth chapter evaluates the customer satisfaction of AM, collects data through questionnaires and obtains AM's customer satisfaction results through empirical research; The sixth chapter makes recommendations, finds the key to customer satisfaction and provides the basis for AM company'Service. |
PDF Full Text Request