Research On Evaluation And Improvement Countermeasurs Of Customer Satisfaction On Logistics Service Of Jinan Comprehensive Free Trade Zone

Modern logistics is a newly rising industry of the national economy and a strong link in the transformation and upgrading of industrial structure.As the special customs supervision area,Jinan comprehensive free trade zone has the advantages of highest level of opening up,the most preferential policies,the most complete functions,being entitled to develop international logistics and bonded logistics.The development of the logistics industry in Jinan comprehensive free trade zone not only meets the need of helping Jinan construct the "four economic centers" and export-oriented economic development in Jinan,but also enhances the development level of logistics industry in Jinan,adapts to the adjustment of industrial structure of the city and improves the regional logistics service system.However,the service level of logistics restricts the development of the logistics industry to a certain extent,and how to improve the service level of logistics is very vital to the development of logistics industry in Jinan comprehensive free trade zone.Based on the customer satisfaction survey data of Jinan comprehensive free trade zone logistics service,this paper will give an overall evaluation of the service level of logistics in Jinan comprehensive free trade zone mainly from the following four perspectives,including the expected quality,perceived quality,customs clearance and logistics environment.This paper will use quartering model to effective analyze the current factors influencing the satisfaction of customers to logistics service in Jinan comprehensive free trade zone,then adopts analytic hierarchy process to do a quantitative analysis of the factors affecting customer satisfaction to the service level of logistics in Jinan comprehensive free trade zone.The analysis results show that the indexes of customs clearance including inspection,quarantine inspection and customs clearance,perceived quality indexes including active service attitude,employee professional level,the expected quality indexes including the credit factor,the logistics environment indicators including implementation of policy,hardware and software configuration and other factors will significantly affect customer satisfaction to logistics.Therefore,it is recommended to further improve the customer satisfaction of logistics services in Jinan comprehensive free trade zone from the aspects of improving the customs clearance business,the quality of the staff,promoting the construction of the credit system and optimizing the logistics environment.It is expected that this paper can effectively help the Jinan comprehensive free trade zone improve the level of logistics service,perfect its function and optimize the management,promoting the healthy development of Jinan comprehensive free trade zone and constructing the regional logistics center for our country.At the same time,it is also expected to have a certain reference value for the improvement of the logistics level in other areas.