商业物流卷烟配送客户满意度研究

发布时间：2017-12-27 15:45

本文关键词：商业物流卷烟配送客户满意度研究　出处：《重庆交通大学》2015年硕士论文　论文类型：学位论文

【摘要】：世界经济全球化造就中国市场的进一步放开,烟草行业收获机遇的同时将迎接史无前例的挑战。烟草行业要想在急剧的市场竞争中脱颖而出,必须充分把握客户需求,为客户提供最满意的产品和最优质的服务。客户满意度直接决定了烟草企业服务水平的高低,对烟草行业的发展方向具有极其重要的指导意义。因此对客户满意度的绩效评价,实质上是对企业整体能力和综合服务水平的评判,也是企业核心竞争力的集中体现。于是,对卷烟配送的客户满意度开展绩效评价研究具有非常重要的现实意义。本文在分析了烟草行业物流配送的现状、模式、流程之后,依托卷烟配送和客户满意度的相关理论,对卷烟配送中心的客户满意度进行了综合性评价和实证性分析。首先,本文对物流配送和客户满意度展开了文献综述,总结了国内外专家学者的优秀研究成果,并述评了当前研究的局限性,然后将商业物流的概念引申到烟草行业,对本文研究的商业物流配送进行了界定,概述了卷烟配送的分拣和送货流程,为卷烟配送客户满意度的综合性绩效评价提供了理论依据。其次,先分析了卷烟配送过程中客户满意度的影响因素,然后结合文献研究、专家意见和客户交流,构建了“层级辐射、网络拓扑、逐级细化”的商业物流卷烟配送客户满意度评价指标体系。在反复论证各类评价方法模型的优缺点以后,本文创新性的引入了适用于卷烟配送客户满意度的新型绩效评价方法--模糊网络分析法。再次,本文借助模糊网络分析法对渝烟重庆物流分公司江北配送中心开展了实证分析,根据评判结果,剖析卷烟配送过程中导致客户满意度水平较低的原因,并在寻求解决方案的基础上为烟草商业企业的满意度提升给出可操作的决策优化方案。最后,本文对全文的研究成果进行了总结,归纳了本文研究的主要内容,并具体分析了研究过程中的不足之处,然后对进一步需要研究和改善的内容进行了整理,并展望了研究成果的应用推广价值,为以后商业物流卷烟配送客户满意度的研究指明了方向。
[Abstract]:The globalization of the world economy brings up the further liberalisation of the Chinese market. While the tobacco industry will harvest opportunities, it will meet unprecedented challenges. In order to stand out in the rapid market competition, the tobacco industry must fully grasp the customer's demand and provide the most satisfactory products and the best service for the customers. The customer satisfaction directly determines the level of the service level of tobacco enterprises, and has a very important guiding significance for the development direction of the tobacco industry. Therefore, the performance evaluation of customer satisfaction is essentially the evaluation of the overall ability and the comprehensive service level of the enterprise, as well as the centralization of the core competitiveness of the enterprise. Therefore, it is of great practical significance to carry out the research on the performance evaluation of the customer satisfaction of the cigarette distribution. After analyzing the current situation, mode and process of tobacco logistics distribution, this paper makes a comprehensive evaluation and Empirical Analysis on customer satisfaction of cigarette distribution center based on the theory of cigarette distribution and customer satisfaction. First of all, this paper carried out the literature review of logistics and customer satisfaction, and summarizes the outstanding research results of domestic and foreign experts and scholars, and a review of current research limitations, and then extended the concept of business logistics to the tobacco industry, business logistics and distribution of this paper defines the outlines of sorting cigarette distribution and delivery process, provides a theoretical basis for the comprehensive performance evaluation of cigarette distribution of customer satisfaction. Secondly, the influencing factors of customer satisfaction in the process of cigarette distribution are analyzed. Then, combined with literature research, expert advice and customer communication, a customer satisfaction evaluation index system for cigarette logistics in commercial logistics is constructed, which is hierarchical radiation, network topology and gradual refinement. After repeatedly demonstrating the merits and demerits of all kinds of evaluation methods, this paper innovatively introduced a new performance evaluation method suitable for cigarette distribution customer satisfaction -- fuzzy network analysis. Again, with the help of fuzzy network analysis of Chongqing Tobacco in Chongqing branch Jiangbei logistics distribution center has carried out the empirical analysis, according to the evaluation results, the reasons lead to low levels of customer satisfaction analysis of cigarette distribution process, and solve the optimization scheme on the basis of the tobacco business enterprise satisfaction gives actionable in seeking. Finally, the research results of this paper are summarized, summarizes the main contents of this paper, and analyzes the deficiencies in the research process, and the need for further research and improve the content of the arrangement, and the prospect of research application value, points out the direction for the future research of cigarette business logistics the distribution of customer satisfaction.
【学位授予单位】：重庆交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F252.1;F426.8

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