Research On Customer Satisfaction Evaluation Of Qingdao Port Container Terminal

In recent years,restricted by multiple factors such as China’s economic slowdown,weak economic recovery in Europe and other emerging markets’ failure to achieve the expected growth,the shipping industry,which accounts for 70% of the world’s trade and transportation volume,is suffering a devastating impact,and the centralized transportation industry is one of the hardest hit areas.For Qingdao port,there are Tianjin port,Dalian port in the north,Busan Port in the East,Shanghai port,Lianyungang port and many other competitive ports in the south,which makes the industry competition more and more fierce.In such a fierce market competition environment,it is particularly important for container terminal enterprises to improve customer service and customer satisfaction to further enhance their competitiveness.Based on the above background and relevant literature,this paper firstly analyzes the service resources,service situation and customer structure of Qingdao Port container terminal based on the basic theory of customer satisfaction,and proposes an index system applicable to the comprehensive evaluation of customer satisfaction of Qingdao Port container terminal;Secondly,the evidence theory is applied to evaluate the customer satisfaction of Qingdao Port container terminal,and in-depth analysis the problems of current customer service according to the results of the evaluation,found out the main reason that affect Qingdao Port container terminal customer satisfaction;and finally put forward effective suggestions for the improvement of Qingdao Port container terminal customer satisfaction,in order to provide a reference for the terminal company to formulate a scientific and reasonable customer service strategy,and also provides a reference for the improvement of the customer service strategy of similar enterprises.