Dissertation > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods

Study on the Measurement of Customer Satisfaction of 3PL Enterprise in Biology Technology Industry

Author WanZuoZuo
Tutor DaiShuYan;HuFeng
School Nanchang University
Course Logistics Engineering
Keywords Biological chemical industry 3PL Customer satisfaction AHP Fuzzy comprehensive evaluation method
CLC F407.72;F224
Type Master's thesis
Year 2011
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Increasingly become the mainstream of the contemporary international logistics, The 3rd party logisties(3PL) is developing rapidly at the age of 80’s of 20 century. As " fountainhead of the third profit" in the economic domain, Logistics is now emphasized by people extensively. As far as enterprise concerned, can only Successed In the fierce market competition, by the increased service and the growing Core business. In this situation, Customer satisfaction strategic is produced. Biological chemical industry contains biological technology and chemical technology,_In contemporary biology technology has been rapid development into commercial era, Against third parties to the needs of the logistics enterprises are also increasing.This paper carries on the research and analysis on the measurement of customer satisfaction of 3PL enterprise in biology technology industry from both aspects of theory and practice.Firstly,the current development situation of the customer satisfaction in 3PL and the theory on the third partyl logisties service is summarized. Secondly, the characteristics of customer satisfaction and influence factors in biological chemical industry 3PL is analysized.then the third party logistics enterprise customer satisfaction degree evaluation system in biological chemical industry is constructed,and the evaluation index is determined. On the basis, The weight of each index is determined by using AHP, and the evaluation and Analysis on customer satisfaction is completed by using fuzzy comprehensive evaluation method,then Scientific is authenticated by cases.lastly, The study conclusions is Summarized.

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