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摘要第三方物流已经成为现代物流发展的最主要的组成部分。当意识到第三方物流的广泛发展前景之后，越来越多的传统物流企业进入到这个领域，并且由于物流业的对外开放，第三方物流企业竞争形势日趋严峻。在这种严峻背景下，以“顾客满意”为核心的服务战略开始得到了重视。目前，业界和学界很多人都在对第三方物流企业的顾客满意度问题进行研究，本论文将以第三方物流企业顾客满意度评价指标体系作为研究对象，以U公司为例，对顾客满意、顾客满意度、顾客满意度评价指标体系的制定与实施进行比较深入的研究。本论文研究的理论意义是可以丰富对第三方物流企业的经营管理研究，能够提出有创建性的理论成果，最终为这一领域的知识体系提供一些贡献，而实践意义则在于，通过这种研究，可以提升中国第三方物流企业的质量意识和经营管理水平，使之经营管理建立在科学化和制度化的基础之上，从而改变原有的靠经验管理的弊端。7413
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关键词：物流；第三方物流；评价指标体系
Abstract
The third party logistics has become the most important part of the development of modern logistics. When aware of the broad prospects for development of the third party logistics, more and more traditional logistics enterprises to enter this field, and because the logistics industry to the outside world, the third party logistics enterprise competition situation is becoming increasingly grim. In this grim background, "customer satisfaction" as the core service strategy began to pay more attention to. At present, the industry and academia are studied in customer satisfaction to the third party logistics enterprises, this paper will take the customer satisfaction for the third party logistics enterprise evaluation index system as the research object, taking U company as an example, to make customer satisfaction, satisfaction evaluation index system of customer satisfaction, customer and Implementation Research deeply. The theoretical significance of the dissertation is to enrich the study of management to the third party logistics enterprises,to put forward theoretical achievements of creation, finally provide some contributions to the fields of knowledge, and the practical significance is that, through this research, can promote the third party logistics enterprise's quality consciousness and management the level of management, which is based on the scientific and systematic, so as to change the original on the malpractice experience management.
Keywords: Logistics; The third party logistics;Logistics evaluation index system
目 录
一、绪论 1
（一）研究背景 1
（二）研究意义 1
二、相关的概念与理论准备 2
（一）顾客满意与顾客满意度 2
（二）第三方物流企业的顾客满意度 2
（三）顾客满意度的测量理论概述 2
三、第三方物流企业加强顾客满意管理的必要性——以U公司为例 4
（一）U公司简介 4
（二）U公司开发顾客满意度评价体系的必要性 4
四、第三方物流企业顾客满意度评价体系的构建 5
（一）明确评价体系的目的和对象 5
（二）建立顾客满意度评价指标体系 5
（三）顾客满意度管理的具体实施 6
五、结论 7
参考文献 7
致谢 8
第三方物流企业顾客满意度评价体系研究——以U公司为例
一、绪论
（一）研究背景