Chapter
Apr 26, 2012
Fuzzy Comprehensive Evaluation of Customer Service Level in Modern Logistics Enterprises Based on AHP Method
Publication: ICTE 2011
Abstract
With the aggravation of the logistics market competition, raising the level of customer service seems especially important. According to the principle of customer satisfaction and favoring the competition, this paper studies the factors influencing on the comprehensive evaluation of customer service level, so as to built the evaluation index system. The weights are ameliorated by applying the analytic hierarchy process. Fuzzy comprehensive evaluation method is used in this paper in order to discover the flaw and the lack of enterprises and stimulate the enterprises into establishing scientific customer service strategies. It will be possible to enhance the comprehensive effect and consequently improve the performance of enterprises.
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Published In
ICTE 2011
Pages: 2328 - 2333
Copyright
© 2011 American Society of Civil Engineers.
History
Published online: Apr 26, 2012
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Affiliations
Traffic & Transportation and Logistics School, Southwest Jiaotong University, Sichuan Chengdu, 610031; and Traffic & Transportation Engineering School, Dalian Jiaotong University, Liaoning Dalian, 116028.E-mail: [email protected]
Sichuan Vocational and Technical College of Communications, Sichuan Chengdu, 611130.E-mail: [email protected]
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Terms of Use: ASCE Library Cards are for individual, personal use only. Reselling, republishing, or forwarding the materials to libraries or reading rooms is prohibited.
Terms of Use: ASCE Library Cards are for individual, personal use only. Reselling, republishing, or forwarding the materials to libraries or reading rooms is prohibited.