摘要
根据客户满意度的含义和影响因素,应用层次分析法建立了客户满意度的层次结构模型;结合物流配送业的特点和调研数据,将模型的因素层具体化为9个指标,形成了物流配送业的客户满意度评价指标体系,通过建立判断矩阵,得出物流配送业客户服务中各项评价指标的权重;对桂林某物流公司根据调查问卷进行了客户满意度测评,结果对企业改善客户满意度指出了方向。
Based on the meanings and influence factors of customer satisfaction degree, a hierarchy structure model of customer satisfaction degree is set up. Combining the features and survey data of logistics distribution industry, the model embodies factor hierarchy as 9 indexes, which form a evaluation index system of customer satisfaction degree in logistics distribution industry. The evaluation index weight is obtained in customer service of logistics distribution industry. The customer satisfaction degree in a logistics company is measured through survey questionnaires, and the way is pointed out for improving customer satisfaction degree.
出处
《工业工程》
2007年第5期127-130,共4页
Industrial Engineering Journal
关键词
物流配送业
客户满意度指数
层次分析法
层次模型
评价指标体系
logistics distribution industry
customer satisfaction index
analytical hierarchy process （AHP）
AHP model
evaluation index systems
