基于客户满意度的物流服务质量管理研究——以顺丰速运有限公司为例

Research on logistics service quality management basedon customer satisfaction--a case study of sf express co.,LTD[Abstract]With the rapid development of e-commerce and the change of themarket,China's express delivery industry has been developing continuously and hasbeen developing into the current logistics ecological pattern.Changes in escalating inthe logistics pattern,logistics enterprises according to customer satisfaction,founditself,implicit,hard to quantify problems,which through the consumer perspective,enhance their core competitiveness,and how in the fierce competition of industrystructure,gradually expand the market share and become the backbone of the patternof logistics industry,logistics enterprises are facing an important subject.In the development of enterprises,the quality of customer service has become animportant basis to determine the competitiveness of enterprises,but also the directionof the development of enterprises.This study used the method of literature analysis,questionnaire method,the suitable abundant speed luck co.,LTD.,analyzes theservice quality of customer satisfaction,at the same time in order to solve thisproblem,formulate the reasonable content of the questionnaire,quality of service asthe core to establish the questionnaire survey,to fill in suitable abundant speed luckconsumer,for the obtained data,sort through factor weight estimation method and themethod of fuzzy comprehensive evaluation method to weight allocation and dataanalysis and evaluation.Conclusion,based on customer satisfaction of logistics service quality factorsindicate that the speed of motion in logistics service quality of freight transportcompany is higher,the customer feedback response to the disadvantages of lowefficiency,price competition in an industry,cannot form is directly proportional toprice and the services provided by the problems such as,an analysis of the causes andat the end of this article in view of the above problems,put forward Suggestions forimprovement.From the perspective of consumers,this article points out the problemsexisting in the service quality of sf express enterprises and provides some referencesfor the service quality of logistics enterprises in this industry.[Keywords]Service quality;Customer satisfaction;Factor weight ranking