Empirical Study On Service Quality Of Third-party Logisitics In Shenyang From The Perspective Of Customer Satisfaction

With the development of market economy, the concept of production and management in modern Chinese enterprise has made significant changes. Enterprises concentrate their funds, human resources and material resources on their core business. So between sellers and buyers, the third party logistics enterprises emerged. Shenyang, mainly depended on equipment manufacturing industry, is one of the cities that based on heavy industry. Accompanied by the rapid development of e-business, the logistics market service has also extended from traditional enterprise’s mass transportation to small goods delivery for individual. The surge in demand brings new opportunity for the logistics market in Shenyang.In order to adapt to the fierce market competition, reducing cost is not the best scheme for TPL enterprises’ sustainable development. To improve the quality of service is the only way that an enterprise can win the market. Therefore, it is urgent to find a way to evaluate the service quality of TPL and to evaluate it.By synthesizing domestic and international research of logistics service quality and with the characters of TPL enterprise, this text puts forward a customer oriented method, evaluating and improving the service quality of TPL enterprise by setting up index system and evaluating with FAHP. Finally, we select five logistics companies as the example of evaluation for examining the usefulness of the method. It can be a basis for enterprises when they make their strategic decision as well.The text mainly research on the following contents:Firstly, by collating about the quality of third-party logistics companies and third-party logistics enterprises concept at home and abroad, the thesis introduces customer-perceived service quality connotation, and describs the relationship between customer satisfaction and quality of service.Secondly, combined with the services of third-party logistics enterprises,the thesis analyzes the factors that affect the quality of logistics services and thus establishes service quality evaluation index system of third-party logistics enterprises.Thirdly, setting up evaluation model which based on FAHP from the perspective of Customer Satisfaction. The weight of index and membership are acquired by surviey, which is customer oriented.Lastly, by evaluating the service quality of five Logistics Companies, the thesis points out existent problems and put forward improvement advices.