A Study On Customer Satisfaction Promotion Strategies Of P Freight Forwarding Company

International freight forwarding enterprises are main organizers of international transportation, and play a very important role in international trade. Chinese international freight forwarder enterprises develop very fast since year 2005 when the government deregulated industrial supervision, and the competition is getting fiercer gradually. The international freight forwarding industry which serving the international trade is deeply affected by the financial crisis ever after year 2008 and the business volume of many logistics companies shrink sharply.It is obvious that customer is the key element of market, and that it is crucial to retain customers in order to win the market share. Furthermore, it is the only way to retain customer that keep improving the customer satisfaction degree.P Company is the wholly owned subsidiary of P Logistics Group established in year2001, and is facing development bottleneck after many years' rapid growth.Consequently, it is essential for P Company to maintain sustainable development by improving customer satisfaction degree.Guided by related theories of customer satisfaction, the dissertation analyzes and evaluates the customer satisfaction degree of P Company. The dissertation is concluded of six chapters. The first chapter introduces the research objective, research significance and research methodology. The second chapter is literature review,including introduction of international freight forwarding industry and related customer satisfaction theories. The third chapter is case description, including introduction of P Company and international freight forwarding industry, as well as challenges faced by P Company. In the fourth chapter, the author analyzes the related elements that affecting customer satisfaction of international freight forwarding industry, and set up customer satisfaction evaluation system consequently; then designs and carry out the questionnaire survey, and evaluate customer satisfaction degree of P Company applying fuzzy comprehension evaluation. In the fifth chapter,the author proposes corresponding solutions of existing problems in customer satisfaction of P Company. The last chapter is conclusion and prospect.It is a case study methodology of this dissertation to study P Company's customer satisfaction evaluation, as well as a complement of the theoretical research.Meanwhile, guided by the evaluation and analysis of its customer satisfaction degree,it is beneficial for P Company to recognize the problems and improve service quality correspondingly. Hopefully, it could be a reference for other freight forwarding enterprises to solve similar problems.