Customer Satisfaction of the Third-Party Logistics Enterprise Based on AHP: A Case Study

This article reports on results of a study on a freight forwarding enterprise engaged in third-party logistics services. The first phase involved establishing an evaluation index system for customer satisfaction of 3PL enterprise based on SERVQUAL model. In phase two, analytic hierarchy process AHP is applied to analyze survey results to find out key factors affecting service quality of 3PL enterprises. Based on these results, some suggestions are given.

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Year of publication:	2017
Authors:	Xiaomin, Xu ; Yi, Liu
Published in:	International Journal of Information Systems and Supply Chain Management (IJISSCM). - IGI Global, ISSN 1935-5734, ZDB-ID 2400984-2. - Vol. 10.2017, 1 (01.01.), p. 68-81
Publisher:	IGI Global
Subject:	Analytic Hierarchy Process \| Customer Satisfaction \| Service Quality Model \| Service Quality \| Third-party Logistics

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Type of publication:	Article
Language:	English
Other identifiers:	10.4018/IJISSCM.2017010105 [DOI]
Source:	Other ZBW resources

Persistent link: https://ebvufind01.dmz1.zbw.eu/10012045805