The Application of Fuzzy Comprehensive Evaluation Method in The Evaluation of Customer Satisfaction in Logistics Enterprises 

Yisa XU 

School of Economics and Management, Chongqing Jiao tong University, Chongqing, CHINA 

Abstract: In recent years, with the development of social economy and the continuous improvement of living standards, competition in the logistics industry continues to increase. Logistics enterprises has recognized that it is more and more important to attract customers, retain customers, and then began to seek a variety of me-thods to evaluate customer satisfaction. Customer satisfaction is a multi-dimension concept which is influ-enced by many factors, and it needs to make an objective and comprehensive evaluation of customer satisfac-tion degree from many aspects. Therefore, chooses the fuzzy comprehensive evaluation method to study, by analyzing the factors influencing the treasure for the customer satisfaction of logistics, build customer satis-faction evaluation index system. Combined with the analytic hierarchy process (AHP) to establish judgment matrix, and get treasure for logistics customer service in the relative importance of each index, and calculate the customer satisfaction based on fuzzy membership degree matrix. For management decision-making and the further development of the enterprise, the rectification provides theoretical basis for further improving customer loyalty and improving corporate profits. 

Keywords: Logistics service level; Customer satisfaction; The fuzzy comprehensive evaluation method