A Method Research On Improving Customer Value Creation And Transferring Capacity Of Logistics Enterprise

Judging from the current development of China's logistics enterprise, mostly of them are changed from the traditional transport, warehousing and freight forwarding enterprises which always has a single functions, and the management level, technical strength and scope of services has not been improved on quality, and many companies are still relying on overloading and low-priced competition to maintain their livelihood. As China's further opening up in the field of logistics, foreign logistics giants have entered China, the domestic logistics enterprises are facing severe situation. How can China's logistics enterprises stand in the fierce competition in the market, improving customer, value creation and transferring capacity is one of the answers.This paper started from the analysis of logistics enterprises with the status and the theory of the value of customer research results, found that the competitive advantages of logistics enterprises lies in customer value, and how to create and transfer outstanding customer value is an urgent need on the issue.In this paper, the way of customer value creation of logistics enterprises was firstly analyzed from the two aspect of perceived benefits and perceived sacrifice, and the structure of perceived benefits and perceived sacrifice based on the characteristics of logistics enterprises was researched, the solutions were given one by one at the same time, then studied the paradox problem between service quality and cost and then the mothed system about how to improve the capacity of customer value creation was established.Secondly, service quality gap model was used to analyze the gap may occur when the logistics enterprises transferring value to customers, solution to improve customer value transmission capacity was given from the two perspectives from marketing strategy and internal management.Finally, the effect of the method was tested by evaluated the customer satisfaction and customer loyalty. Meanwhile, the customer satisfaction evaluation index system was established according to the services content of logistics enterprises, and the customer satisfaction was evaluated by the mothed of fuzzy evaluation at the end of this paper.