A Model on Customer Satisfaction Degree Evaluation of Third Party Logistics

Customer satisfaction degree(CSD) is the increasingly important decision factor to all third -party logistics firms seeking maximum service profits. It is necessary for the third party logistics company's customer satisfaction degree evaluation-makers to comprehensively measure many qualitative and quantitative factors. This paper established a two-level index system of logistics company's CSD, which consisted of logistics operation quality index, logistics service level index, persistent of third party logistics service index, logistic cost control of third party logistics index, Corporate image index. The higher-level index was regarded as the class of lower-level index. The weight of index classes were decided by analytic hierarchy process (AHP)evaluation method and indexes within the same index class were analyzed by principal components analysis (PCA). Then the evaluation method of logistics company's CSD was put forward, which overcoming neglection of both subjectivity and objectivity as well as the corelativities of the evaluation indexes for usual logistics company's CSD evaluation method.