Research On Customer Service Of Container Company Basing On Service Factors

Container transportation is a kind of service operation. Under the fierce competence between the container transportation enterprises, price is not the only method to attract the customers. The main reasons why customers choose a certain container transportation enterprise to provide service include the degree of customer's satisfaction from the former services and its reputation. Thus, the container transportation enterprises should improve the service quality, meet the customers' demand, and thus achieve the customers' satisfaction. Through these methods, the container transportation can maintain old customers, and gain new customers at the same time. To meet the customers' demand, container transportation enterprises should lengthen their services to the whole transportation chain. The customer service should not be confined to a single service factor, but conform and optimize all the service factors. And the customers' satisfaction should be heightened through perfect and systemic services.The paper starts from the operation process of container transportation enterprises, and studies on the service factors of container transportation enterprises. First, the paper expatiates the meaning and characteristics, and analyzes the customers service' demand of container transportation enterprises, combining the characteristics. And the paper points out the service factors in the transportation service and founds the index system. Through the specialist evaluation and AHP (Analytical Hierarchy Process) to make the stationarity indices into the quality index, and confirm the comparative importance of the service factors in customer service. And on the base of this, the paper founds the CSSI (Customer Service Satisfaction Index) to access the customer service of container transportation enterprises. At last, it gives some advices on the customer service of container transportation enterprises.We hope that the study of the paper can give some reference for container transportation enterprises, and heighten the customer service quality. And it also willheighten the integer service lever of the whole transportation service and promote the development of the whole industry.