A Study On Service Quality Of Third Party Logistics Enterprises Based On CRM

With the economic development and technology progress, the third-party logistics enterprise develop faster and faster, and the modernization level grow higher and higher. Intense competition forced the third-party logistics enterprise to improve their service quality continuously, in order to meet the growing customers'logistics needs. The service quality management method through experience of traditional third-party logistics enterprises no longer adapt to the requirements of the age development. In the process of service quality management, logistics enterprises should reasonable use modern technology and management methods.Through research on CRM, combined with previous research on service quality, this paper proposes service quality management method based on CRM. This paper introduces the concept of customer service into service quality management, and re-constructs the evaluation index system of service quality. From the perspective of customer satisfaction, this paper evaluates the service quality of third-party logistics companies. Using Fuzzy Comprehensive Evaluation and DEA Evaluation methods to calculate evaluation index value is much more objective. Also customer value analysis is introduced into service quality management, so the service quality can be improved by the proposition of service quality-customer value matrix. Finally, empirical analysis is used to explain the management application in practice.