本文關(guān)鍵詞： 客戶滿意度 KIFA ACSI 結(jié)構(gòu)方程 PLS　出處：《昆明理工大學》2015年碩士論文　論文類型：學位論文

【摘要】：2000年以來,我國物流產(chǎn)業(yè)得到長足的發(fā)展,越來越多的行業(yè)為了減少物流成本選擇了物流外包,它的巨大能量逐漸被各行各業(yè)的人們所重視。物流外包主要從三個方面入手：一是物流服務(wù)商的選擇與管理、二是物流外包風險管理、三是物流外包客戶滿意度。本文研究的主要內(nèi)容為KIFA物流外包客戶滿意度,構(gòu)建滿意度評價模型分析出目前KIFA購買商物流配送服務(wù)存在的問題,從而為購買商物流配送服務(wù)的選擇提供決策依據(jù),KIFA可以提供物流配送服務(wù)的配套服務(wù)。首先查閱物流外包和客戶滿意度相關(guān)文獻,在學習相關(guān)理論基礎(chǔ)上,從物流外包影響因素,客戶滿意度評價方法等多角度對第三方物流外包客戶滿意度的國內(nèi)外研究現(xiàn)狀進行了綜述；其次以昆明國際花卉交易中心(KIFA)物流外包滿意度調(diào)查為對象,采用美國顧客滿意度指數(shù)模型(ACSI)對影響KIFA’物流外包的因子進行逐級分層處理,并設(shè)計了問卷。最后利用設(shè)計的問卷,結(jié)合調(diào)查數(shù)據(jù)采用結(jié)構(gòu)方程PLS建模方法對KIFA配送外包客戶滿意度進行綜合分析,并對模型進行不斷的修正,得出KIFA在物流外包諸多方面還存在問題,例如投訴處理不及時、信息系統(tǒng)更新慢、整體性價比不高,并提出整改措施,對KIFA內(nèi)部員工和物流承包商們及時改進方法,提高花卉運輸品質(zhì),提高客戶滿意度,以期望對鮮活農(nóng)產(chǎn)品物流外包滿意度研究有所借鑒作用。后續(xù)研究期望在物流外包和自營物流之間的選擇上建立相關(guān)指標,來分析鮮活農(nóng)產(chǎn)品領(lǐng)域如何選擇外包還是自營。
[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.
【學位授予單位】：昆明理工大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F326.6

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本文編號：1484538