Customer Satisfaction of the Third-Party Logistics Enterprise Based on AHP: A Case Study

Xu Xiaomin and Liu Yi
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Xu Xiaomin: Shanghai Dianji University, Shanghai, China
Liu Yi: Shanghai Dianji University, Shanghai, China

International Journal of Information Systems and Supply Chain Management (IJISSCM), 2017, vol. 10, issue 1, 68-81

Abstract: 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.

Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jisscm:v:10:y:2017:i:1:p:68-81

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