基于大数据的第三方物流企业客户服务评价体系的构建研究  

Based on Big Data of the Third Party Logistics Enterprise Customer Service Evaluation System of Building Research

作　　者：程志君 CHENG Zhijun(Faculty of Business,Kunming Metallurgy College,Kunming 650033,China)

机构地区：[1]昆明冶金高等专科学校商学院,云南昆明650033

出　　处：《昆明冶金高等专科学校学报》2020年第3期94-100,共7页Journal of Kunming Metallurgy College

摘　　要：大数据在物流业中的战略意义不仅仅是掌握大量的客户信息,更重要的是可以进行物流客户服务数据的交流、收集、加工和整理,并由此建立专业化的物流服务评价体系,从而指导第三方物流企业的物流服务流程更加规范化、标准化。由此探讨了通过大数据平台构建物流客户服务评价体系的具体方法,即把客户满意度的外部评价指标和第三方物流企业自我完善的内部服务指标结合起来,旨在为提高物流服务质量,进而提升企业核心竞争力提供参考。The strategic significance of big data in the logistics industry is not only to grasp a large number of customer information,but also to exchange,collect,process and organize data,so as to establish a professional logistics service evaluation system,which can instruct the third party logistics enterprise customer service process more standardized.Combine external evaluation indicators of customer satisfaction with self-improving internal service indicators of third-party logistics companies to improve the logistics service quality,and enhance the core competitiveness.

关 键 词：第三方物流 客户服务 评价指标 客户服务标准 

分 类 号：F253.9[经济管理—国民经济]