Research On The Evaluation Of Service Quality For The Third-party Logistics Based On Customer Relationship

In the environment of Buyer's market,the degree of intense competition intensify,but personnel,technology,products,services tend to homogenization.Corporates spotlight in the chain of logisticsand the industry of the Third-party logistics develops rapidly. The Third-party logistics enterprisesin China are many and complex.Lack of industry standards, Service Quality has seriously hamperedthe development of the industry.As a middleman to provide professional services,stablishing goodCustomer Relationship with the supply and demand sides,improving Service Quality based on thedemand of customer,meeting the Expectations and Service Requirements are the prerequisite forlong-term cooperation.This paper draw on the theories of scholars on the evaluation of The Third-party logistics'Service Quality and Customer Relationship.This paper discuss the development status of theThird-party logistics' service in domestic and international.Using the Service Quality Modelidentify the causes and types of Logistics Service Quality's gap.It lead Customer Relationship intothe Third-party logistics and analyse influence of the quality of service.This paper propose qualityevaluation index system combining with the results of analysis,the use of Analytic HierarchyProcess determine each index's weight and the use of Fuzzy Comprehensive Analysis evaluate andestablish a complete evaluation system.Basing on the evaluation system evaluate the service of theA enterprise.Third-party logistics companies enhance the Service Quality according to the demand ofcustomers.To improve the quality and Customer Satisfaction,the companies must differentiatecustomer type,establish acomprehensive quality evaluation system,seek the links producing gapsand optimize..The companies continue to guidance and meet potential customer needs, providevalue-added services, exceed Customer Expectations,make Customer Satisfaction changing intoCustomer loyalty and achieve long-term cooperation.This article not only provide evaluation system of Service Quality for business from thecustomer perspective, but also provide enterprises with ideas and methods to maintain CustomerRelationships and improve the quality of service. This paper hope to have a certain reference valuefor related businesses.