【作者】 张勇；

【导师】 彭迪云；

【作者基本信息】 南昌大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 随着世界经济全球化以及市场竞争的不断加剧,第三方物流企业如何向其客户提供高标准、全方位的物流服务,提高顾客满意度,从而获得顾客忠诚,成为第三方物流企业赖以生存和发展的关键。所以对第三方物流企业顾客满意度进行深入的研究具有较为重要的学术价值和实践意义。本文对前人关于顾客满意度的研究进行归纳总结,针对第三方物流行业这个特定的行业进行专门研究,建立了第三方物流企业顾客满意度的测评模型和指标体系,并选取X物流南昌分公司作为代表进行实证研究。本文在结构上共分七章。第一章为导论；第二章为第三方物流与顾客满意度相关理论概述；第三章为第三方物流企业经营环境及其顾客满意度现状分析；第四章为第三方物流企业顾客满意度评价模型及指标体系的建立；第五章为X物流南昌分公司顾客满意度评价与分析；第六章为提高第三方物流企业顾客满意度的对策措施；第七章为结论与展望。本文首先对第三方物流和顾客满意度相关理论进行了系统的阐述与分析研究。然后对我国第三方物流企业的发展特点进行了梳理,定性分析我国第三方物流顾客满意度现状,并说明了对第三方物流企业顾客满意度进行研究的必要性。接着重点分析了影响第三方物流企业顾客满意度的主要因素,并结合第三方物流的特点构建了第三方物流企业顾客满意度评价模型和评价指标体系。最后针对分析结果显示出的问题,找出X物流南昌分公司服务质量中的薄弱环节。为第三方物流企业提高顾客满意度提出了建立完善的顾客抱怨管理体系、加强物流信息系统的建设、提高企业员工整体素质、利用先进的物流设备设施提高企业服务质量、提升企业快速反应能力、建立“顾客满意至上”的企业文化等有针对性的对策措施。更多还原

【Abstract】 With the globalization of the world economy and the increasing competition in the market, how the third party logistics enterprises to provide high standards and full range of services has become the key to survival and development of the third party logistics enterprise. So an in-depth study of customer satisfaction in the third party logistics enterprise has important academic value and practical significance.This paper summarizes the previous research on customer satisfaction, makes a special study on the third party logistics industry, and establishs the evaluation model and index system of customer satisfaction of the third party logistics enterprise logistics, moreover, it chooses X as an empirical study on the generation of Nanchang Branch table. This paper is divided into seven chapters. The first chapter is the introduction; the second chapter is the summary the related theory of the third party logistics and customer satisfaction; the third chapter is the analysis of the third party logistics enterprise business environment and customer satisfaction status; the fourth chapter is the establishment of the third party logistics enterprise customer satisfaction evaluation model and index system; the fifth chapter is customer satisfaction and analysis of X logistics Branch in Nanchang; the sixth chapter is the measures to improve customer satisfaction in third party logistics enterprises; the seventh chapter is the conclusion and prospect.Firstly, the author systematically demonstrates the third party logistics and customer satisfaction, studying the characteristics of third of China’s logistics enterprises, Secondly; the author conducts qualitative analysis of the current situation of the third party logistics customer satisfaction in China and explains the necessity of study on customer satisfaction of the third party logistics enterprise. Thirdly, the author analyzes the main factors of customer satisfaction degree in third party logistics enterprises, and constructs the customer satisfaction evaluation model and evaluation index system of the third party logistics enterprise according to the characteristics of the third party logistics. Finally, the author finds out the weak links of X logistics service quality in Nanchang branch according to the problems showing in the results of analysis. This paper puts forward to establish the customer complaint management system for the third party logistics enterprises, to strengthen the construction of logistics information system, to improve the overall quality of employees, to use advanced logistics facilities and equipment to improve service quality and the fast reaction of enterprise, to establish a "customer satisfaction first" corporate culture and other targeted measures.更多还原