基于crm的物流企业服务质量分析

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1、ⅡAbstractInthetrendofworldeconomyandtradeglobalization，producthomogeneitybecomesmoreandmoreobvious，customerdemandisincreasinglydiverseandpersonalized．Toimproveitsservicequality,increasecustomersatisfactionbecomesthetargetofmanycompanies．Logisticsindustryhasbeenhailedasthe”accelerat

2、or”ofeconomicintheworld，marketdevelopmentprospects，SOvarioustypesoflogisticsenterprisesmushroomed．Logisticsisessentiallyacustomerservice，theultimategoalistoprovidequalityservicestocustomersandmakethemsatisfied．Logisticsenterpriseisatypicalcustomerrelationshipmaintenanceenterprise，c

3、ustomersareimportantresources．LogisticsenterprisesshouldmakefulluseofCRMtheory,identifythespecificneedsofcustomers，identifyprofitablecustomerservicesolutionbasedontheirownresourcestoimproveservicequality,customersatisfactionandloyalty．Thispapercarriesontheresearchandanalysisontheme

4、asurementofservicequalityoflogisticsenterprisebasedonCRMfrombothaspectsoftheoryandpractice．Firstly，determinethelogisticsserviceshouldbecustomer-centricthroughtheresearchofthetheoryofCRMandservicequality．PutforwardtheconceptofCRMintheimportanceofthelogisticsenterpriseservicequalityr

5、esearch，sumupthefactorswhichrestrictthedevelopmentoflogisticsenterprises．Andcombinetheresearchandevaluationoncustomersatisfactionoflogisticsathomeandabroad，aswellasthecharacteristicsoflogisticsenterprises，constructingtheevaluationindexsystemofcustomersatisfaction，andestablishingthe

6、dynamicfuzzycomprehensiveevaluationmodel．Finally,usingthemodeltocarryontheempiricalresearch，toanalysisthecustomersatisfactionofDcompany,andaccordingtotheanalysisresultsandtheactualsituation，putforwardsomesuggestionsandmakefulluseofthesesuggestions．KeyWords：CRM；Servicequality；FuzzyE

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