A Study of Measuring Methodology for the Customer Satisfaction with the Logistics Services

• Main Authors: Lee Cheng Ping, 李承平
• Other Authors: Lin Yu Hsin
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/2kgu93

碩士 === 明新科技大學 === 工業工程與管理系碩士在職專班 === 106 === The research deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation, which is based on the directly and indirectly measurable characteristics. Researched characteristics result from the customer feelings, wishes, requirements and the experiences of experts, which studied the answers from the questionnaire survey. Answers from the questionnaire survey evaluate the quality of logistics services and the importance of evaluation criteria. Such as attitude and behavior of logistics planners, the planners’ expertise, the price of spare parts, the efficiency and precision of customer complain management. The objective quality evaluation is verified by the proposed method for measuring the customer satisfaction. The method for determining the weights of selected criteria was verified based on proposed flowchart as well. The results indicate that the suggestions from professional logistics staffs estimation and feedback from customer to realize exact what customer need and improve customer satisfactions in advance.