Analysis Of Customer Satisfaction For The Third Party Logistics Enterprise And Its Empirical Study

The rapid development of the society productivity, the great changes of the requirement structure and people's consumptive conception, all of these led to the severity of market competition. Now the essence of the market competition has changed revolutionarily, that is to say, the target of market competition has transferred from the quantity of market share into the quality of market share (the quantity of loyal customer). Therefore Analysis of Customer Satisfaction has become a crucial task in the enterprises, and the validity and decision made according to the result of the analysis are critical to the survival and development of the corporations. In this paper, the whole process of customer satisfaction analysis of enterprise is studied systematically and researched all the content, including three sections. Firstly, constructing the Customer Satisfaction Index System and carrying out the questionnaire-survey with this understanding, through this survey we collected the information about customer satisfaction and provided data for the next two phases. Then establishing the CSI model and measuring CSI, so we can compare with other companies in the same industry and know the status of our own customer satisfaction. Finally, identifying the drivers critical to customer satisfaction and dissatisfaction, and regulating the emphases of management. It's the key to reform the company, and it's the final aim of the analysis.There are a lot of relevant theories about constructing the Customer Satisfaction Index System and measuring CSI, and there's a tendency to constitute normative CSI model in many countries. So the paper measured CSI used AHP and FCE simply. As to the important part of customer satisfaction analysis—identifying the drivers critical to customer satisfaction, there aren't much relevant theories. In this paper, we compare the process of identification to cooperative games, ranging the factors being studied according to their Shapley values, and calculating their success values in order to identify the critical drivers. To prove the rationality of the success function method, we use attributable risk techniques as an accessorial method.The purpose of the paper is to provide a scientific analysis system of strong maneuverability for enterprises through the systematical research, and ensure that the companies know their own status of customer satisfaction at any moment and realize how to reform. In the last section of the paper, a case of an enterprise is given toexplain the application of theory on customer satisfaction analysis that is expounded here. Accordingly it made the paper have the practical significance to some extent.