Evaluation on the Customer Satisfaction of the Quality of ExpressEnterprises Distribution Service--Based on Factor Weighted Sequence Estimation and FuzzyEvaluation Theory[Abstract]With the widely application on production and life of electroniccommerce,express enterprises and courier companies are developing veryquickly.However,service issues restrict the improvement of express delivery industry andinfluent the customers'fellings.Therefore,express enterprises should attach great importanceto distribution service,and exaluate the customer satisfaction,so as to improve customersatisfaction and the quality of distribution service.This paper summarizes three angles and the eight indexes of customer satisfactionof the distribution service quality,which are Logistics cost,Delivery quality,Related servicequality andFreight,Precision,Expertise,Speed,Integrity,Tracking,Humanization,Information security,based on the review of domestic and foreign relatedstudies According to the scale design questionnaire,the consumers are investigated.Datacollected,the SPSS22.0 software is used to analyze,and the factor weighted sequence andfuzzy evaluation are verified according to the results of the data analysis,and the followingconclusions are drawn.The results show that:(1)customers think highly of Freight and Speed.(2)expressmarket can divide to several grads according to the quality of distribution service.(3)Jingdong logistics and S.F.express make customers sactisfied,so they are agradient;Yuantong,Shentong,Yunda and ZTO express are between normal and sactistified,sothey are another gradient.[Keywords]Quality of distribution service Customer satisfaction Factorsequence anlyse Fuzzy evaluation
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