KIFA物流外包客户满意度研究

发布时间：2018-02-02 12:43

本文关键词： 客户满意度 KIFA ACSI 结构方程 PLS　出处：《昆明理工大学》2015年硕士论文　论文类型：学位论文

【摘要】：2000年以来,我国物流产业得到长足的发展,越来越多的行业为了减少物流成本选择了物流外包,它的巨大能量逐渐被各行各业的人们所重视。物流外包主要从三个方面入手：一是物流服务商的选择与管理、二是物流外包风险管理、三是物流外包客户满意度。本文研究的主要内容为KIFA物流外包客户满意度,构建满意度评价模型分析出目前KIFA购买商物流配送服务存在的问题,从而为购买商物流配送服务的选择提供决策依据,KIFA可以提供物流配送服务的配套服务。首先查阅物流外包和客户满意度相关文献,在学习相关理论基础上,从物流外包影响因素,客户满意度评价方法等多角度对第三方物流外包客户满意度的国内外研究现状进行了综述；其次以昆明国际花卉交易中心(KIFA)物流外包满意度调查为对象,采用美国顾客满意度指数模型(ACSI)对影响KIFA’物流外包的因子进行逐级分层处理,并设计了问卷。最后利用设计的问卷,结合调查数据采用结构方程PLS建模方法对KIFA配送外包客户满意度进行综合分析,并对模型进行不断的修正,得出KIFA在物流外包诸多方面还存在问题,例如投诉处理不及时、信息系统更新慢、整体性价比不高,并提出整改措施,对KIFA内部员工和物流承包商们及时改进方法,提高花卉运输品质,提高客户满意度,以期望对鲜活农产品物流外包满意度研究有所借鉴作用。后续研究期望在物流外包和自营物流之间的选择上建立相关指标,来分析鲜活农产品领域如何选择外包还是自营。
[Abstract]:Since 2000, China's logistics industry has made considerable development, more and more industries have chosen logistics outsourcing in order to reduce logistics costs. Logistics outsourcing mainly starts from three aspects: first, the selection and management of logistics service providers, and second, the risk management of logistics outsourcing. The third is customer satisfaction of logistics outsourcing. The main content of this paper is customer satisfaction of KIFA logistics outsourcing, and build satisfaction evaluation model to analyze the existing problems of logistics distribution service of KIFA buyers. In order to provide the decision basis for the choice of logistics distribution service, KIFA can provide the matching service of logistics distribution service. Firstly, we refer to the related literature of logistics outsourcing and customer satisfaction. Based on the study of relevant theories, this paper summarizes the domestic and foreign research status of third-party logistics outsourcing customer satisfaction from the aspects of factors affecting logistics outsourcing, customer satisfaction evaluation methods and so on. Secondly, the logistics outsourcing satisfaction survey of Kunming International Flower Trade Center (KIFA) is the object. The American customer satisfaction index model (ACSI) is used to deal with the factors influencing KIFA 'logistics outsourcing step by step, and the questionnaire is designed. Finally, the designed questionnaire is used. Combined with the survey data, the structural equation PLS modeling method is used to analyze the customer satisfaction of KIFA distribution outsourcing, and the model is constantly revised. The conclusion is that there are still some problems in logistics outsourcing in KIFA, such as the complaints are not handled in time, the information system is updated slowly, and the overall cost performance is not high, and the corrective measures are put forward. Improve the methods of KIFA internal staff and logistics contractors, improve the quality of flower transportation, improve customer satisfaction. In order to look forward to fresh agricultural products logistics outsourcing satisfaction study some reference role. The follow-up study on logistics outsourcing and self-logistics in the selection of the establishment of relevant indicators. To analyze the field of fresh agricultural products how to choose outsourcing or self-support.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F326.6

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