Customer satisfaction of the third-party logistics enterprise based on AHP: A case study

被引：12
|
作者：
Xu X. [1 ]
Liu Y. [1 ]
机构：
[1] Shanghai Dianji University, Shanghai
来源：
| 1600年 / IGI Global卷 / 10期
关键词：
Analytic Hierarchy Process; Customer Satisfaction; Service Quality; Service Quality Model; Third-party Logistics;
D O I：
10.4018/IJISSCM.2017010105
中图分类号：
学科分类号：
摘要：
This article reports on results of a study on a freight forwarding enterprise engaged in third-party logistics services. The first phase involved establishing an evaluation index system for customer satisfaction of 3PL enterprise based on SERVQUAL model. In phase two, analytic hierarchy process AHP is applied to analyze survey results to find out key factors affecting service quality of 3PL enterprises. Based on these results, some suggestions are given. © 2017 IGI Global.
引用
收藏
页码：68 / 81
页数：13
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