基于神经网络集成的第三方物流客户满意度测评

摘要

针对第三方物流企业客户满意度评价中的动态、多输入、非线性等问题,从第三方物流服务的视角出发,在分析客户满意度各影响因素的基础上,采用神经网络集成的方法,构建第三方物流客户满意度神经网络集成模型；运用华润物流公司的客户满意度评价数据对模型进行训练和测试,并将训练好的模型应用到公司制定改进客户满意度方案中.实例研究结果表明:该模型对于第三方物流客户满意度测评的精度较高,且具有较好的泛化能力,能够应用到研究影响企业客户满意度的主要因素中,为公司制定改进客户满意度保障方案提供依据,具有较高的实践应用价值.%Customer satisfaction evaluation in third party logistics (3PL) enterprises is a dynamic,multiple-input,and non-linear problem.To solve such a problem,factors influencing customer satisfaction are analyzed in the perspective of the 3PL services.Then,to evaluate customer satisfaction in 3PL,a neural networks ensemble is trained and tested with the data of CRC Logistics and used to construct the plan to improve customer satisfaction.Results show that,with this model,the prediction is accurate and good at generalization ability.The model,with a high practical value,can be used to study the main factors influencing enterprise's customer satisfaction and provide the basis for improving customer satisfaction.