Research On Performance Evaluation Of Logistics Service Supply Chain From The Perspective Of Customer Value

Service quality,customer relationships and service revenue are the key factors in improving the overall performance of the logistics service supply chain.In order to seek new business opportunities,enhance their competitiveness and gain greater competitive advantage in a highly competitive market,logistics service supply chain companies need to integrate the thinking of “creating value for customers” from the perspective of customer value.The daily management activities of enterprises have prompted logistics service supply chain managers to undergo disruptive changes in management concepts,management methods,and management methods,so as to improve the overall performance of the logistics service supply chain.Based on this,this paper proposes to study the performance evaluation of service supply chain from the perspective of customer value.The main research contents and innovative results are as follows:This paper proposes a performance evaluation method for logistics service supply chain based on customer perspective.This article first elaborates and analyzes the characteristics of performance evaluation of logistics service supply chain;then compares the performance evaluation methods commonly used in performance research,including its principles,advantages,disadvantages,and scope of application;and finally selects according to the analysis of the previous article.This method is suitable for the performance evaluation of logistics service supply chain from the perspective of customer value,and discusses its adaptability.The research method adopted in this paper is: selecting the performance evaluation index through literature research method and questionnaire survey method,then combining the fuzzy analytic hierarchy process and entropy weight method to solve the subjective weight and objective weight of the index,and using the weighted average method to find the comprehensive evaluation result.A logistics service supply chain performance evaluation index system based on customer value is constructed.As the evaluation of logistics service supply chain performance should take customer value as the key consideration factor,this paper proposes to evaluate the performance of logistics service supply chain from the perspective of customer value,and constructs a performance evaluation index system for logistics service supply chain from the perspective of customer value,including 3 The first-level indicators are respectively the service quality,customer relationship,and service revenue;11 second-level indicators: order response rate,order fulfillment rate,on-time delivery rate,and cargo-to-goods loss rate in the service quality indicators,and customer relationship indicators.The customer complaint rate,customer complaint efficiency,customer retention rate and customer growth rate,service revenue indicators in the market share,investment return rate and customer profitability.The performance evaluation system constructed will be introduced into empirical analysis.Using fuzzy analytic hierarchy process,entropy method and weighted average method,the company's logistics service supply chain performance is empirically analyzed,and the specific operation of the logistics service supply chain performance evaluation system constructed in this paper is further clarified,and the evaluation results are detailed.Analysis and discussion.The results of empirical analysis are studied,and specific suggestions for improving the overall performance of the logistics service supply chain are proposed.The ultimate goal of the evaluation of logistics service supply chain performance is to identify the factors that affect the performance of the supply chain and propose corresponding strategies.In the process of constructing the logistics service supply chain performance evaluation index system,this paper concludes that service quality,customer relationship and service revenue are the key indicators affecting the overall performance of the logistics service supply chain from the perspective of customer value,aiming at the actual operation of the current logistics service supply chain Insufficient,the paper puts forward the countermeasures and suggestions for improving performance from the three aspects of service quality,customer relationship and service revenue respectively.