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The Research for CSD of International Forwarding Enterprise

Author: LiuJing
Tutor: ZhaoDaoZhi; WuZuo
School: Tianjin University
Course: Logistics Engineering
Keywords: International freight forwarding Customer satisfactions degree (CSD) Appraisal system
CLC: F746.18
Type: Master's thesis
Year: 2012
Downloads: 4
Quote: 0
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With the rapid development of international trade,lots enterprises swarm intointernational forwarding industry. The competence is becoming more and morestormy. More and more enterprises find that continuously improving customersatisfaction is a good why to win the market space.But how to evaluate the customersatisfaction,at what level,which are international freight forwarders need to beaddressed urgently.In the process of evaluating the customer satisfactions,whether the evaluationsystem of the small and medium.sized enterprises of international freight forwardingis reasonable will not only affect the accuracy of evaluation results,will also affectthe improvement of customer satisfaction. At present,the international freightforwarding’s customer degree of satisfaction research is actually at the start stage inour country.Establishing the complete system of customer degree of satisfactionappraisal will have great academic value and practice significance.This article first introduces several correlation theories in the customer degree ofsatisfaction research, and indicates the factors which influence the internationalfreight forwarding’s customer degree of satisfaction,based on union of the third partydelivery service’s characteristic as well as the customer degree of satisfactioncharacteristic;In the above content foundation,stands in the international freightforwarding angle,to facilitate the implementation of customer satisfaction for thepurpose of evaluation,take its oneself as the appraisal main body, has constructed thecustomer degree of satisfaction appraisal system,and has selected the fuzzy judgmentmethod;Subsequently confirmed the above appraisal system through the caseanalysis to the scientific and feasibility of the appraisal system.This article is for the purpose to make certain contribution on implementing thecustomersatisfactory strategy and enhancing the customer degree of satisfaction forthe t11ird-party logistics enterprises.

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