A Model on Customer Satisfaction Degree Evaluation of Third Party Logistics
Customer satisfaction degree(CSD) is the increasingly important decision factor to all third -party logitics firms seeking maximum service profits. It is necessary for the third party logistics companys customer satisfaction degree evaluation-makers to comprehensively measure many qualitative and quantitative factors.This paper established a twolevel index system of logistics companys CSD, which consisted of logitics operation quality index, logistics service level index, persistent of third party logistics service index, logitcs cost control of third party logistics index, Corporate image index.The higher-level index was regarded as the class of lower-level index. The weight of index classes were decided by analytic hierarchy process (AHP)evaluation method and indexes within the same index class were analyzed by principal components analysis (PCA). Then the evaluation method of logistics companys CSD was put forward,which overcoming neglection of both subjectivity and objectivity as well as the corelativities of the evaluation indexes for usual logistics companys CSD evaluation method.
third party logitics(TPL) principal components analysis (PCA) analytic hierarchy process (AHP) customer satisfaction degree(CSD)
Luo Jianfeng Ma Tianshan
School of Economics and Mangement Changan University, CHU Xian 710064 China
国际会议
西安
英文
1123-1126
2010-08-07（万方平台首次上网日期，不代表论文的发表时间）