基于顾客满意的第三方物流行业服务质量模型的建立及应用

摘要

首先对顾客满意的涵义及服务、服务质量的相关理论进行了阐述，并且对服务质量差距模型进行了分析。然后，结合上述理论的分析，初步构建了基于顾客满意的第三方物流行业服务质量模型。最后以该模型为依据，指出了第三方物流企业需要缩短的差距，为提高第三方物流企业的顾客满意提供了相应的建议。%The paper first expounds the related theory of customer satisfaction and quality of service,and the service quality gap model isanalyzed,andthen,combinedwiththeanalysisoftheabovetheory, thepaperinitiallyconstructsthemodelofservicequalityof third party logistics industry based on customer satisfaction.finally,on the basis of this model,the third party logistics enterprises need to shorten the gap,provides corresponding suggestions to improve the third party logistics enterprise customer satisfaction.