Research On Evaluation Of Customer Satisfaetion Degree In Third Party Logisties Enterprises

Beginnig in the 1980 s, the third party logistics was being an emerging industry, with the progress of the society to the process of vigorous development. Logistics as a service, and the ultimate goal was to provide customers with high levels of the varieties of services and customer satisfaction. With the process of economic globalization, the increasingly perfect refinement of social division of labor, the role of third party logistics in the social economy constantly got improved. In order to gain a competitive edge in an increasingly tense competition at home and abroad, more and more enterprises begin to attach importance to the management of customer satisfaction. Third party logistics enterprise would achieve customer satisfaction assessment and ascension as a important subject to study how to improve the logistics service, all-round to meet customer demand, customer satisfaction in the process of consumption, and the enterprise owning a good loyalty, had become the third party logistics enterprise core and the key to the survival and development.In the dissertation, the author analyzed from two aspects of theory and empirical evaluation of third party logistics enterprise customer satisfaction research and analysis.Firstly, combining the research status at home and abroad about the third party logistics enterprise, the author analyzed the background, research significance and research of this paper put forward the research framework, and parameters of the three innovation points of this dissertation.Secondly, this dissertation expounded some basic concepts about the third party logistics and characteristics, analyzed the connotation and characteristics of customer satisfaction, the importance and significance of evaluation. Introduces the five classic model of testing and appraising customers’ satisfaction degree both at home and abroad, and the comparison of five kinds of classic models.Thirdly, through the comprehensive analysis of a vast amount of literature, the dissertation combined with the present situation of our country third party logistics and the demand, the introduction of a new index- value-added services, established a new index system.The fourth chapter of this article in view of the third chapter put forward the index system, designed the customer satisfaction questionnaire, and put forward the assumption of conclusion before issuing questionnaires, hope that through the customer satisfaction questionnaire verified the conclusion of the hypothesis. After successful recycling questionnaire, questionnaire for the validity and reliability of the verification, validation, according to the results of data has good reliability and validity, make an empirical analysis for the fifth chapter laid a good foundation.The fifth chapter of this article had carried on the analysis of variance to the data, drew relevant conclusions. Found in validation process related factors, the third chapter six indexes of design and customer satisfaction are closely linked, using linear regression method, the six indicators for validation, and drew the conclusion: the introduction of new ‘value-added services’ which cannot significantly affect customer satisfaction, and the fourth chapter put forward the assumption of discrepancy, combining with the characteristics of logistics enterprises, analyzing the reasons.Finally according to the fourth chapter and the fifth chapter analysis, the author corrected of the index system. Finally, combing with the full text, the author had carried on the summary and outlook, in the conclusion part analyzed the ideas of this article, and proposed the deficiency in the process of research.