Third-party Logistics Enterprises In The Sem-based Customer Satisfaction Evaluation

As an emerging industry, the third 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 third 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 third 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 combined with the current development situation of the third party logistics, summarize the survey condition both at home and abroad and the condition of degree of satisfaction of the third party logistics.Secondly the theory on the third party logistics service is summarized, clarifying that logistics service should be oriented in customer's needs and service process, and summarized the development situation of the third party logistics through analyzing constraints of the third party logistics market at home, then the theory of customer satisfaction is expatiated and several measurement models of CSI is introduced as well.Then On the basis of all these theories and the characteristics of the third party logistics enterprises, an indicators system of 3PL Customer Satisfaction is set up.Finally the structural equation model used to carry out an empirical research on the degree of customers of the third party logistics enterprise. And based on results of the analysis, as well as our country's actual conditions, propose a number of relevant recommendations.