Analyzing Logistics Service Performance Level Based on Customer Perception
The common emphasis of the competition among different logistics service providers is to provide what customers need through logistics services,which is to improve the logistics services performance level that customers can feel.Based on the market share of logistics service providers,this paper analyzes customers behaviors by using the grey relational analysis (GRA) method,and identifies the key factors that affect customers choice.A model of compare analyzing logistics service performance level is established and analyzed,through which logistics service provider can offer services to satisfy customers demands much better.An internet-based express industry is given as an example to verify the validity of the proposed model.
logistics service performance level multi-factor evaluation system grey relational analysis
Yuexue Hu Qilan Zhao
School of Economics and ManagementBeijing JiaoTong UniversityBeijing,China School of Economics and Management Beijing JiaoTong University Beijing,China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）