第三方物流顾客满意测评模型的建立及应用

随着经济全球化的迅速发展,在客户需求不断提高的情况下,我国第三方物流企业也面临着前所未有的挑战.提高服务质量和顾客满意度是第三方物流企业未来发展的关键.首先对顾客满意度的相关理论进行了分析,然后基于ACSI模型、ECSI模型并结合第三方物流行业的特点初步构建了第三方物流顾客满意测评模型,同时指出各个变量的指标涵义,最后将之应用到实践中.实践表明顾客满意测评结果可信,该模型有较强的实用性.

Establishment and Application of the Satisfaction Evaluation Model of Third-party Logistics Customers

With the rapid development of economic globalization and the continuous increase of customer demand, the third party logis- tics enterprises in China are faced with hitherto unknown challenge. It is the key for the future development of third - party logistics en- terprises to improve the service quality and customer satisfaction. This paper starts with analyzing the relative theory of customer satis- faction, establishes the third - party logistics customer satisfaction evaluation model on the basis of ACSI model and ECSI model, and then applies it into practice.