Logistics Service Quality Evaluation Based On Customers Satisfaction Under The Supply Chain Environment

With the transformation of the international economic environment, the competition between enterprises has become the competition between supply chains. The focus of the competition is also gradually from products to services, and logistics service is the fundamental guarantee for the supply chain to provide high quality products and services. For manufacturing enterprises, it is more and more important to establish the best supply chain and to provide high-quality service to customers. Therefore, a logistics service quality system based on customer satisfaction under supply chain environment has been established by analyzing the supply chain management mode of E-Company. And, the fuzzy AHP will be an evaluation method.At first, I analyze the customer satisfaction theory under the supply chain environment, which will be the basis of putting forward customer satisfaction dimensions under supply chain environment. Then, according to E-company’s operational problems, the logistics service quality system based on customer satisfaction under supply chain environment has been established and fuzzy AHP will be used to the empirical research. At last, I analyze the results of the empirical research, and point out problems in supply chain management of E-company, and give management advice.The results of fuzzy AHP method show that E-company’s customer satisfaction of logistics service under supply chain is not ideal. The downstream customer satisfaction can maintain at a high level, but the internal satisfaction is low. That is because most managers operate their companies following the guidance of the special customer satisfaction ideas. As the core enterprise of a supply chain, it is not enough to maintain ultimate customer satisfaction, and dissatisfaction of the members in the supply chain will result in low performance even dissolution of the supply chain. The core enterprise of the supply chain should conduct the supply chain logistics service under the idea of supply chain customer satisfaction.