物流行业客户服务质量优化

论文总字数：38037字

目 录

摘要 1

ABSTRACT 2

1.引 言

1.1 研究背景 3

1.2 研究意义 3

1.3 国内外研究文献综述 4

1.4 本文研究内容与结构 5

2.物流行业现状及转型方向分析

2.1 物流行业发展现状 5

2.2 物流客户服务的基本内容 6

2.3 物流行业转型方向 7

2.4 通过层次分析法研究优化服务的重要性 7

2.5 本章小结 8

3.快递物流企业的服务质量分析

3.1 顺丰速运业务模式 9

3.2 顺丰速运业务模式的优势 9

3.3 顺丰速运客户服务存在的问题 10

3.4 本章小结 10

4.整车物流企业的服务质量分析

4.1 安吉（整车）物流的业务模式 11

4.2 安吉（整车）物流客户模式 11

4.3 安吉物流客户调查问卷 12

4.4 安吉助手推广出现的问题 12

4.5 本章小结 13

5.物流企业客户服务存在的弊端

5.1 缺乏高素质物流人才 13

5.2 没有树立明确的物流服务理念 14

5.3 缺乏客户管理体系的构建 14

5.4 物流客户服务质量标准体系不完善 14

5.5 本章小结 14

6.解决客户服务问题的对策

6.1 加强对物流客户服务人才的培养 15

6.2 内心清楚物流服务理念，提高服务意识 15

6.3 建立KPI的全方位绩效考核 15

6.4 开拓完善物流和客户之间的关系管理建设 16

6.5 完善物流客户服务质量标准体系 16

6.6 本章小结 17

7.结论与展望

7.1 论文的主要结论 17

7.2 研究展望 17

参考文献 19

致 谢 20

附录1 21

附录2 22

附录3 24

附录4 26

物流行业客户服务质量优化

马春霞

, China

ABSTRACT：

China's logistics industry is still in its infancy, mainly reflected in the weak customer service concept. Therefore, this paper discusses how to improve the quality of customer service in logistics industry. Thesis using the analytic hierarchy process for the direction of logistics industry transformation were analyzed, and through the consistency test and verify, it is concluded that the importance of optimization services in industry transformation, and then to AnJi logistics and suitable abundant speed luck both as the analysis object, from two different vehicle logistics and express logistics logistics enterprises, respectively analyze vehicle logistics, express logistics advantages existing in the two kinds of logistics service mode and the problems. For implementing suitable abundant speed luck service listed in a package, transportation, and other important link, the paper expounds on the each link of including the lost pieces of leakage, charge, poor service attitude, and to solve these problems, make effective propulsion method. For AnJi logistics services in the analysis, the customer the results of the questionnaire and the background data, combining with the enterprise survey data chart, the telephone, in the chart shows that the enterprise is difficult to get through, vehicle information feedback in time, the public platform problems such as difficult to query, and comparing the effect of the change before and after the argument. Finally, it puts forward some countermeasures such as strengthening personnel training, establishing all-round performance assessment, building customer relationship management system and improving customer service quality standard system.

Key words : Customer service, enterprise logistics management system, customer satisfaction, service process.

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