第三方物流企业客户满意度研究.pdfVIP

第三方物流企业客户满意度研究 内容摘要 当今社会，各行各业间的竞争日渐激烈，客户是每个企业赖以生存的基 础。因此，之于企业来说，特别是第三方物流企业来说，只有牢牢抓住客户， 才能占据一定的市场份额。本文从客户满意度入手，根据对周边居民进行的问 卷调查，找出影响第三方物流企业客户满意度的基本因素，分析当前我国第三 方物流企业在客户满意度的经营上存在哪些问题，提出如何提高和维护客户满 意度的相关解决方案和相应对策，从而提高第三方企业在客户满意度方面的应 对能力，以期增强第三方物流企业的综合竞争力。 第三方物流企业客户满意度的研究有利于全面认识客户满意度主观性、层 次性、相对性、阶段性的四个特性，可以丰富现第三方物流企业客户满意度的 研究。 关键词：第三方物流；客户满意度；物流服务 Research On Customer Satisfaction of TPL Enterprises Abstract In todays society, the competition among all walks of life is increasingly fierce, and customers are the basis for every enterprise to survive. Therefore, for enterprises, especially for the third-party logistics enterprises, only by firmly grasping customers can they occupy a certain market share. This paper starts with the customer satisfaction, finds out the basic factors that affect the customer satisfaction of the third party logistics enterprises according to the questionnaire survey of the surrounding residents, analyzes the problems existing in the current operation of the customer satisfaction of the third party logistics enterprises in China, and puts forward the relevant solutions and Countermeasures to improve and maintain the customer satisfaction, so as to improve the customer satisfaction of the third party enterprises In order to enhance the comprehensive competitiveness of the third-party logistics enterprises, it is necessary to deal with customer satisfaction. The research on the customer satisfaction of the third-party logistics enterprises is helpful to fully understand the four characteristics of the customer satisfaction: subjectivity, hierarchy, relativity and periodicity, which can enrich the research on the customer satisfaction of the third- party logistics enterprises. Key words: third party logistics; customer satisfaction; logistics service