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  本文關鍵詞：商業(yè)物流卷煙配送客戶滿意度研究　出處：《重慶交通大學》2015年碩士論文　論文類型：學位論文

  更多相關文章： 卷煙配送 客戶滿意度 模糊網(wǎng)絡分析法 績效評價

【摘要】：世界經(jīng)濟全球化造就中國市場的進一步放開,煙草行業(yè)收獲機遇的同時將迎接史無前例的挑戰(zhàn)。煙草行業(yè)要想在急劇的市場競爭中脫穎而出,必須充分把握客戶需求,為客戶提供最滿意的產(chǎn)品和最優(yōu)質(zhì)的服務�？蛻魸M意度直接決定了煙草企業(yè)服務水平的高低,對煙草行業(yè)的發(fā)展方向具有極其重要的指導意義。因此對客戶滿意度的績效評價,實質(zhì)上是對企業(yè)整體能力和綜合服務水平的評判,也是企業(yè)核心競爭力的集中體現(xiàn)。于是,對卷煙配送的客戶滿意度開展績效評價研究具有非常重要的現(xiàn)實意義。本文在分析了煙草行業(yè)物流配送的現(xiàn)狀、模式、流程之后,依托卷煙配送和客戶滿意度的相關理論,對卷煙配送中心的客戶滿意度進行了綜合性評價和實證性分析。首先,本文對物流配送和客戶滿意度展開了文獻綜述,總結了國內(nèi)外專家學者的優(yōu)秀研究成果,并述評了當前研究的局限性,然后將商業(yè)物流的概念引申到煙草行業(yè),對本文研究的商業(yè)物流配送進行了界定,概述了卷煙配送的分揀和送貨流程,為卷煙配送客戶滿意度的綜合性績效評價提供了理論依據(jù)。其次,先分析了卷煙配送過程中客戶滿意度的影響因素,然后結合文獻研究、專家意見和客戶交流,構建了“層級輻射、網(wǎng)絡拓撲、逐級細化”的商業(yè)物流卷煙配送客戶滿意度評價指標體系。在反復論證各類評價方法模型的優(yōu)缺點以后,本文創(chuàng)新性的引入了適用于卷煙配送客戶滿意度的新型績效評價方法--模糊網(wǎng)絡分析法。再次,本文借助模糊網(wǎng)絡分析法對渝煙重慶物流分公司江北配送中心開展了實證分析,根據(jù)評判結果,剖析卷煙配送過程中導致客戶滿意度水平較低的原因,并在尋求解決方案的基礎上為煙草商業(yè)企業(yè)的滿意度提升給出可操作的決策優(yōu)化方案。最后,本文對全文的研究成果進行了總結,歸納了本文研究的主要內(nèi)容,并具體分析了研究過程中的不足之處,然后對進一步需要研究和改善的內(nèi)容進行了整理,并展望了研究成果的應用推廣價值,為以后商業(yè)物流卷煙配送客戶滿意度的研究指明了方向。
[Abstract]:The globalization of the world economy brings up the further liberalisation of the Chinese market. While the tobacco industry will harvest opportunities, it will meet unprecedented challenges. In order to stand out in the rapid market competition, the tobacco industry must fully grasp the customer's demand and provide the most satisfactory products and the best service for the customers. The customer satisfaction directly determines the level of the service level of tobacco enterprises, and has a very important guiding significance for the development direction of the tobacco industry. Therefore, the performance evaluation of customer satisfaction is essentially the evaluation of the overall ability and the comprehensive service level of the enterprise, as well as the centralization of the core competitiveness of the enterprise. Therefore, it is of great practical significance to carry out the research on the performance evaluation of the customer satisfaction of the cigarette distribution. After analyzing the current situation, mode and process of tobacco logistics distribution, this paper makes a comprehensive evaluation and Empirical Analysis on customer satisfaction of cigarette distribution center based on the theory of cigarette distribution and customer satisfaction. First of all, this paper carried out the literature review of logistics and customer satisfaction, and summarizes the outstanding research results of domestic and foreign experts and scholars, and a review of current research limitations, and then extended the concept of business logistics to the tobacco industry, business logistics and distribution of this paper defines the outlines of sorting cigarette distribution and delivery process, provides a theoretical basis for the comprehensive performance evaluation of cigarette distribution of customer satisfaction. Secondly, the influencing factors of customer satisfaction in the process of cigarette distribution are analyzed. Then, combined with literature research, expert advice and customer communication, a customer satisfaction evaluation index system for cigarette logistics in commercial logistics is constructed, which is hierarchical radiation, network topology and gradual refinement. After repeatedly demonstrating the merits and demerits of all kinds of evaluation methods, this paper innovatively introduced a new performance evaluation method suitable for cigarette distribution customer satisfaction -- fuzzy network analysis. Again, with the help of fuzzy network analysis of Chongqing Tobacco in Chongqing branch Jiangbei logistics distribution center has carried out the empirical analysis, according to the evaluation results, the reasons lead to low levels of customer satisfaction analysis of cigarette distribution process, and solve the optimization scheme on the basis of the tobacco business enterprise satisfaction gives actionable in seeking. Finally, the research results of this paper are summarized, summarizes the main contents of this paper, and analyzes the deficiencies in the research process, and the need for further research and improve the content of the arrangement, and the prospect of research application value, points out the direction for the future research of cigarette business logistics the distribution of customer satisfaction.
【學位授予單位】：重慶交通大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F252.1;F426.8

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本文編號：1342341