基于客户满意度的第三方物流配送时效性和货物完好性研究—以德邦物流为例参考.doc

论文题目：基于客户满意度的第三方物流配送时效性和货物完好性研究—以德邦物流为例 　　　　　　　　　　　　 摘要 进入21世纪，随着经济的迅猛发展，社会对物流的需求愈加强烈，物流产业发展迅速，被喻为“企业的第三利润源泉”，第三方物流企业应运而生。配送作为商品流通过程中的一个与顾客联系最为紧密的环节，对维护客户关系，为企业创造长期利润发挥着举足轻重的作用。 “以客户为中心”的思想也逐渐渗透到第三方物流企业中，并成为评价企业在市场上竞争力强弱的一个指标，本文结合德邦物流企业的实例，首先介绍了客户满意理论，其次对德邦物流客户流失现状和德邦物流配送环节中存在的问题进行了分析，提出了提高客户满意度对于第三方物流企业的重要性，再次对德邦物流的客户进行问卷调查，通过对调查结果进行分析，总结出影响德邦物流配送时效性和货物完好性的因素及优化策略，最后，对第三方物流企业在配送过程中改善服务质量提出可行的建议，为第三方物流企业和客户实现双赢提供参考依据。 关键词：物流配送；客户关系；顾客满意度；第三方物流 Abstract In the 21st century, with the development of economic, the demand of logistics in society becomes mightily ,logistics industry which has been meant “the third profit source” develops quickly, because of this,the third party logistics enterprises produce as soon as possible. Distribution as one of the links contacts customers tightly,plays an important role in maintaining customers relationship and create long-term profit. The idea of “customer-centric” gradually embed the third party logistics enterprises,meantime becomes an index to evaluate enterprises’ competitiveness are strong or weak. The paper has discussed problems around the reality of DeBanglogistics,first of all introduces the customer satisfaction by connecting theory of customer relationship management,then analyses the reasons of the loss of customers and DeBang logistics’ distribution and the importance of enhancing customer satisfaction.In the third party, the paper makes a survey around the customers of DeBang logistics and analyses the questionnaires, conclude the problems of customer services in distribution. At last but not least, proposing some feasible suggestions about the third party logistics enterprises to improve service quality, providing reference for enterprises and customers to come true win-win. Key words:logisticsdistribution;customer relationship; customer satisfaction;the third party logistics enterprise. 目录 第一章绪论 6 1. 研究的背景及意义 6 2. 国内外研究现状 7 2.1 国外研究现状 7 2.2 国内研究现状 8 第二章第三方物流企业客户满意度的相关理论研究 10 2.1 第三方物流配送理论研究 10 2.11 第三方物流配送的概念 10 2.