The Research And Analysis On CSI Evaluation For 3PL

As a emerging industry, the 3rd party logistics (3PL) is developing rapidly at the age of 80's of 20 century. Logistics in fact is a kind of service. The purpose of the 3rd party logistics enterprise is to provide customer the qualified logistics service and make customer satisfied. With the integration of the global economy, and the social division of the industries, 3PL plays a more important role in social economy. To gain the competition advantages in both international and domestic market whose competition is becoming even sharper, the customer satisfaction management is now emphasized by more companies. How to measure the customer satisfaction index (CSI) now becomes the main topic in 3rd party logistics enterprise. How to meet customer's requirement in all aspects by providing high quality logistics service, how to make customer satisfied and finally gain customer loyalty, is the key to the 3PL company's survival and development during the competition.This paper carries on the research and analysis on the measurement of Customer Satisfaction Index of 3PL enterprise from both aspects of theory and practice. Firstly the theory on the 3rd party logistics service is summarized, clarifying that logistics service should be oriented in customer's needs and service process, and summarized the current situation and existing problems of development of 3PL through analyzing the third party logistics market at home and abroad, then the theory of customer satisfaction is expatiated and several measurement models of CSI is introduced as well. On the basis of all these theories, a hiberarchy indicators system of 3PL Customer Satisfaction is set up. The nature and qualitative analysis about 3PL's CSI is provided in this paper, and a case analysis is carried as well applying the mathematic method of Fuzzy Comprehensive Evaluation. The result therefore can be calculated by this, meantime by the analysis of importance versus Customer Satisfaction Index, the key indicators to customer satisfaction can be found out. It proves that it can be the reference for 3PL enterprises to access customer satisfaction degree and to make improvement on logistics service quality.