基于因子分析的卷烟物流终端客户满意度研究  

Study on cigarette logistics terminal customer satisfaction based on factor analysis

作　　者：蒋佳[1] 杨东海[1] 

机构地区：[1]河北科技大学经济管理学院,河北石家庄050018

出　　处：《河北工业科技》2015年第2期112-117,共6页Hebei Journal of Industrial Science and Technology

摘　　要：改善卷烟物流服务质量是提高终端客户满意度、增强烟草企业综合竞争力的有效途径。通过对A省卷烟配送中心业务流程所涉及的23项物流服务性指标进行因子分析,明确界定出接纳订单措施、订单完成措施等影响终端客户满意度的主要因子,进而基于对货源分配不合理、卷烟交接不规范、投诉机制不健全等导致终端客户满意度偏低的具体原因的深层次挖掘,提出推行战略配货、加强"服务客户"培训、拓展投诉渠道等提高卷烟终端客户物流服务质量的建议,以期提升A省卷烟终端客户的满意度。Improving service quality of cigarette logistics is the effective way to improve terminal customer satisfaction and enhance the comprehensive competitiveness of tobacco enterprise. Through factor analysis of 23 logistics service indexes relating to the business process of cigarette distribution center of A Province, this paper determines clearly the main factors affecting the terminal customer satisfaction such as the measures of accepting and completing orders, and makes a deep mining of the specific reasons for the low terminal customer satisfaction caused by unreasonable supply distribution, irregular cigarette handover, imperfect complaint mechanism, etc.. Finally, this paper offers proposals for improving the terminal customer satis- faction of logistic service such as implementing strategic distribution, enhancing the training of customer service and expanding channels for complaints, so as to improve the cigarette terminal customer satisfaction of A Province.

关 键 词：商业与物流技术经济学 因子分析 客户满意度 建议 

分 类 号：F279.23[经济管理—企业管理]