摘要
随着经济社会的发展,物流服务涉及的范围愈加广阔,服务过程中的不确定性更强,顾客对服务的要求越来越高。基于此,本文根据ASCI模型构建物流服务顾客满意度模型,针对影响顾客满意度的关键因素进行研究,以期为物流企业改善物流服务质量提供切实有效的改进策略。
With the development of economy and society,the scope of logistics services is becoming wider and wider,the uncertainty in the service process is stronger,and the requirements of customers for services are getting higher and higher.This paper determines the indicators that affect customer satisfaction,combines and optimizes the ASCI model,and uses fuzzy comprehensive evaluation method to calculate the weight of each variable,so as to find out the key factors affecting customer satisfaction,and provide effective and improvement for logistics enterprises.
作者
王安雯
WANG An-wen(Nanhang Jincheng College,Nanjing 210000,China)
出处
《价值工程》
2020年第1期233-235,共3页
Value Engineering
