Evaluation Of Shenzhen Container Transport System On The Base Of Customer Satisfaction Degree

With deeply strengthened globalization of modern logistics operation, port has become an important link and node in international sea-land logistics service, playing an increasingly important role through the supply chain management. Competition between ports has already expanded to the entire supply chain which a certain port belongs to. Under this background, it is very essential to carry a research on container transport system. The current international and domestic economy situation brings great challenge to Shenzhen container transport system. Optimizing the container transport system will be the key question which Shenzhen port needs to solve.This paper takes Shenzhen as a sample and makes an evaluation on its container transport system from the perspective of shipping company,shipping agency and freight forwarder. In this study, a series of indicators has been promoted after reading large amount of literature and interviews to make full investigation on the container transport system. After the questionnaire analysis using SPSS, we can obtain three parts' customer satisfaction degree on each service attributes of Shenzhen Port, Hong Kong Port and Guangzhou Port. Then conducts the factor analysis towards 24 secondary indexes, extracting six common factors. We proceeds cluster analysis with the all samples'factor scores, dividing the customers into three partitions:port cost-oriented customers, port service & informatization-oriented customers and port hardware-oriented customers. Then judge the cluster results with discriminant analysis. We statistic three partitions importance and satisfaction degree towards six factors of three ports, and do importance-performance analysis to three kinds customer, which divides all indexes into four areas:maintain excellent, first priority, minor priority, excessive attention. We compute the scores of three ports with fuzzy comprehensive evaluation. Finally, we propose the suggestions and measures to improve the satisfaction degree of Shenzhen port container transport system.