Study On Customer-Satisfaction Logistics Service Quality Management

Development of any enterprise must attach importance to quality. With the quick development of modern logistics industry, the logistics service is paying widely attention by the whole society in our country, but it is short of an effective theory and method to analyzing logistics quality. For this reason, this thesis is devoted to study quality management of logistics enterprise.In this paper use Apriori algorithm, the quality of service and customer satisfaction research for qualitative analysis and built based on the index system of logistics service quality management, combined with Shanxi Meet All examples of the use of logistics distribution center fuzzy comprehensive evaluation method to evaluate the indicators.The main contents of this paper:(1)The quality of logistics service quality and management of the contents and characteristics of in-depth analysis, based on the draw based on customer satisfaction management of logistics service quality four meanings.(2)Logistics service based on customer satisfaction, quality indicators based on qualitative analysis, the use of domestic and foreign Apriori algorithm to identify the strengths in the set of index system based on quantitative analysis, the strengths of this set based on customer satisfaction as a logistics service quality indicators, constructed based on analysis of customer satisfaction index system of logistics service quality index system.(3)The fuzzy comprehensive evaluation method, combined with Meet All logistics and distribution center, built based on the analysis of customer satisfaction index system of logistics service quality assessment, obtained the goods in the logistics and distribution center customers more satisfied with the security, but With other sectors, lack of internal information transmission, distribution center staff quality, staff quality of communication, error handling, order processing time of customer satisfaction are lower for the above distribution center should take corrective measures to improve the quality of service. This paper, based on customer satisfaction, service quality management, logistics research results will be directly applied to Shanxi Meet All logistics and distribution center services, and logistics enterprises in China the other self-management of a certain model.