Affiliation:
1. Shanghai Dianji University, Shanghai, China
Abstract
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.
Subject
Information Systems,Management Information Systems
Cited by
14 articles.
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