The Evaluate Measure Of Customer Service Level In Logistic Management

Customer service is the core of logistic management. Customer service level reflects the ability of an enterprise to keep current customers and attract new customers.As customer service level directly influences the market share of an enterprise and total cost of logistics, and finally influence it's profit ability, customer service level becomes an important means that logistic enterprises use it to acquire market competitive advantage.In recent years, many domestic and international scholars have already researched into influence factors of customer service level and its evaluate measures in our domestic logistic management. The evaluate measure of customer service level is the main difficulty and hotspot problem of current logistic management, the logistics appeared many new development trend. While the evaluate method for customer service level under such a totally new logistic management model is still lack of research. The more important point is most of these researches are just a kind of description and they are hard to satisfy the real demand of logistic business on the evaluation of customer service level. Because of these problems, the research on the evaluation method of customer service level carried out in this thesis has the important application value.Firstly, this thesis does research on customer service of logistic management. This thesis ensures the accurate description of target system of customer service level by analysis of the basic theory and influence factor of customer service. And it also solves how to guarantee the competitive advantage of customer service level and it's evaluation methods. Then this thesis compares and analyzes different evaluation methods. Based on these, it puts forward a new evaluation method—TOPSIS for customer service level. The research shows that TOPSIS has very important application value and it can overcome the weakness in general evaluation methods. TOPSIS makes the synthesized evaluation methods objective and provides basis for making out reasonable customer service level.