Study On The Customer Satisfaction Evaluation System Of Port Logistics Enterprises

By the impact of the United States sub-loan crisis and soaring oil prices, global economic growth rate gradually slowed down, the international trade market also shrinked , so the logistics industry as the "third profit source", especially the port logistics enterprises as the hub of an integrated transport network, distribution of goods in international trade , is becoming the focus of Western logistics theory and practice, major companies also tried to enhance competitiveness. At the same time, port logistics business has also transited the seller's market environment to the buyer's market, customer demand for the concept and structure is changing rapidly, customers expectations are more and more high.With the increasingly fierce market competition and the diversification of customer needs and expectations of continuous improvement, satisfied, loyal customers are enterprises of the external resources become increasingly scarce, companies are increasingly intense market competition to achieve the survival and development of the power source . In order to enhance customer satisfaction, port logistics enterprises in the urgent need for an effective approach to continuous improvement of logistics service quality, and for the development of enterprises gain competitive advantage.In this paper, basis on lots of reading and surveying literature information of the customer satisfaction, first of all, summed up both opportunities and challenges of the industry macro background, outlines the purpose and significance of this paper. summed up the basic concepts and theories of customer satisfaction, the degree of customer satisfaction and customer satisfaction index of domestic and foreign literature, analyzed the status of domestic and international customer satisfaction research.Reviewed the amount of domestic and foreign theories and models, and there is some representation of the model analysis, pointed out the advantages of each model as well as the existence of the problem,in order to provide reference for domestic satisfaction measurement . Secondly, this article focuses on the evaluation of port logistics enterprises in Customer Satisfaction Evaluation Index System and the selection of customer satisfaction evaluation method.In order to build the index system of Port logistics enterprises, it is necessary to consider the general factors, but also combines characteristics of port logistics enterprises, this paper first introduces a general evaluation of customer satisfaction index system, on this basis build the index system of Port logistics enterprises.Customer Satisfaction Evaluation Evaluation is a multi-target problem, this article introduces the Customer Satisfaction Measurement System and its components in principle. At the choice of evaluation methods, the thesis of the existing methods of evaluation of customer satisfaction and analysis of the induction, combined with the advantages and disadvantages of various evaluation methods, selection of the fuzzy comprehensive evaluation method for evaluation of customer satisfaction. Finally,in the Empirical Analysis part, light of the specific port logistics Customer Satisfaction Measurement cases, introduce the implementation of the research methods, give the application of fuzzy comprehensive evaluation method in the port logistics Customer Satisfaction Measurement, including customer satisfaction survey on the implementation and results of treatment, evaluation to determine the target weight, the results of calculation and analysis of customer satisfaction.