Research On Customer Satisfaction Evaluation Of Third Party Logistics Based On Fuzzy Comprehensive Evaluation

Because our government strongly supports the development of the tertiary industry,in recent years,the caller and other industries are developing better and better,and the third-party logistics industry is also affected by its continuous development and growth.However,due to the late rise of China’s third-party logistics industry,low professional development capacity and some problems that must be improved compared with the world’s leading large logistics companies,the quality of transportation services of each company is uneven,resulting in the development of the entire logistics industry is very uneven.This paper aims to study customer satisfaction and help third-party logistics enterprises to further enhance their own operational strength,so as to obtain greater profits and create more value for the society.In this paper,literature research method is used to study relevant theories,questionnaire survey method is used to obtain relevant data of S Logistics Co.,LTD.After establishing the evaluation index system,analytic hierarchy process is comprehensively used to obtain weight vector and fuzzy comprehensive evaluation method is used to obtain membership matrix,and the result vector is calculated and analyzed.Based on the understanding of concepts related to third-party logistics,customer satisfaction and fuzzy comprehensive evaluation and the basic principles of establishing the index system,this paper establishes the consumer satisfaction index system of third-party logistics companies in this paper,and then carries out empirical analysis.By understanding the status quo and problems of S Logistics Co.,LTD.The first and second level comprehensive evaluation was carried out by using analytic hierarchy process and fuzzy comprehensive evaluation method,and eight AK values B,B1-B7 were determined and the problems of different indicators were analyzed respectively.According to the analysis of the research results,S Logistics Co.,Ltd.customers’ evaluation value of quality perception,value perception and corporate image is higher than that of overall satisfaction.The evaluation value of customer’s complaint handling is slightly lower than that of overall satisfaction.S Logistics Co.,Ltd.has low customer expectation;S logistics company’s customer behavior index and value-added service index are the smallest in the overall index.Based on the above research results,this paper puts forward improvement suggestions from three aspects:establishing customer complaint mechanism,improving corresponding value-added services and cultivating new customer groups,in order to help S logistics company and other third-party logistics enterprises improve logistics service quality and customer satisfaction.