基于多决策理论方法的汽车销售企业顾客满意度测评体系研究

文章基于层次分析法、专家赋权法、顾客赋权法等多种决策理论方法,对基于顾客价值的汽车销售企业顾客满意度评价体系各个指标进行权重的赋值,构建了简便、操作性强的顾客满意度测评模型。     

基于顾客需求的航空货运价值链整合

面对高层次的物流需求和日益激烈的货运竞争，越来越多的航空公司开始重视航空货运的发展，许多参与航空货运市场竞争的企业开始考虑自己的物流服务战略，即通过对物流服务未来需求进行预测和对整个供应链资源进行管理，制定提高客户满意度的企业长期发展规划。对此，有人提出了第四方物流的概念，即通过调配和管理具有互补性提供商的资源、能力和技术，来提供全面的供应链解决方案的供应链集成商。如何在航空运输业实现这一战略，则需要从顾客对航空货运产品的需求和价值链角度进行更深入的研究。     

基于顾客价值的航空公司价值链管理优化

本文在对顾客价值和航空公司价值链管理相关概念进行清晰界定的基础上,对我国航空公司价值链管理现存问题进行分析,并借鉴国外多家航空公司的价值链管理成功经验,从顾客价值的角度提出优化建议,为我国航空公司价值链管理优化提供理论与方法支撑。     

道路运输企业要做成本管理巨人

在市场竞争中,企业要生存和发展,只有两手抓,一手抓顾客,提高顾客满意度,培养忠诚顾客群,扩大市场占有率;另一手抓降低成本,增加经济效益,也就是外拓市场,内抓管理.     

至诚于中 服务于路——创新发展申的广西中路交通建设总公司

广西中路交通建设总公司前身为广西壮族自治区汽车工业销售总公司，创建于1961年3月。公司为国有交通建设、物资流通企业。总公司下设四个全资子公司：广西弘路交通工程有限公司、广西汽车工业交通材料公司、广西新路物资贸易公司和南宁中路物业服务有限责任公司。     

前进中的广西超大运输集团——广西超大运输集团有限责任公司

广西超大运输集团有限责任公司是一家以客、货运输为主,集仓储、物流配送、汽车销售及维修、宾馆、旅游、公交、出租车等配套服务于一体的大型综合性运输企业.     

顾客投诉是资源

企业经营者应该感谢投诉者,他们是企业发展的资源提供者之一,是企业经营者真正的朋友。在卖方市场进入买方市场时,生产高质量的产品成为企业追求的终极目标。随着质量意识的增强,经营者最头痛的就是顾客对企业运行的过程和结果造成的不满而投诉。高频率的投拆,不但会影响企业的形象,还会导致顾客对企业忠诚度的降低。为了满足顾客的需要和超越顾客的期望,消除因投诉     

竞争环境下考虑顾客忠诚的供应链定价研究

本文研究在相对封闭的双寡头垄断竞争市场下,零售商和制造商的最优定价策略以及顾客忠诚与价格选择偏好对竞争定价的影响。论文从"社区零售场景"提炼出"零售竞争"和"顾客忠诚"两个主要特征,从竞争零售商的市场需求函数出发,综合考虑社区相对封闭的范围内消费者的选择偏好和选择忠诚等影响产品价格的因素,探讨这些因素对竞争零售商、制造商定价及其收益的影响,从而研究社区零售场景下的供应链定价策略。通过对分散决策和集中决策两种情形的讨论,得出在假设双寡头竞争条件下,分散决策可以得出最优定价,集中决策下的产品销量与零售商定价决策无关,只与封闭环境内的市场规模和顾客对零售商的忠诚度有关。     

城市立交方案评价指标权重确定方法研究

文章针对主观赋权法和客观赋权法确定权重系数的不足，提出了一种采用组合赋权法确定指标权重评价城市立交方案的新思路。并结合广东省佛山市黄岐互通立交改造工程，介绍了该组合赋权法在互通立交方案选择中的具体应用。     

以爱为凝聚力 员工:企业的第一顾客

<正>企业最大的资产是人。——人称"经营之神"的松下电器创始人松下幸之助有人说,企业最重要的财富不是股票高值,不是核心技术,不是品牌市场号召力,而是顾客的信任,而更加宝贵的则是来自于内部职员的信任。可以说,忠诚是信任的最高阶表现。常言道,"顾客至上",顾客对于企业的确弥足珍贵。企业的真正顾客究竟是谁?银行,投资者?还是产品消费者?时任阿里巴巴CEO的马云在2010年"中国证监会创业板专家咨询委员会成立大会"上讲了一个真实的故事,一个女孩在微博上给他发消息,叙述了自己和老公在影院看电影时,老公     

物流企业客户满意度评价中回归分析方法的应用

在激烈的竞争中,物流企业服务的质量及客户的满意度高低是至关重要的因素.文章以真实的企业数据为依据,提出了一种基于多元回归分析的多指标评价方法,并从客观性、实用性、推广性出发,介绍了该方法的具体应用,对物流企业提高客户满意度、改进服务具有较强的指导性与普及性作用.     

A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul

This paper provides a hierarchical customer satisfaction framework to measure rail transit lines’ performances in Istanbul. The problems related to rail transit line systems are addressed via customer satisfaction surveys. Then, a framework is proposed combining statistical analysis, fuzzy analytic hierarchy process, trapezoidal fuzzy sets and Choquet integral to evaluate customer satisfaction levels. Next, the criteria need to be improved are determined and specific recommendations to enhance the operation for specific lines are suggested. The proposed framework provides directions for the future investments and it also can be used at a more macroscopic level to determine the operational deficiencies. Furthermore, it can be generalized and applied to complex decision making problems that include uncertain and subjective data or vague information.     

Why and How to Use Customer Opinions: A Quality-of-Life and Customer Satisfaction-Oriented Foundation for Performance-Based Decision-Making

Abstract

The concepts of ‘customer satisfaction’ (CS) and ‘quality of life’ (QOL) have both been used, on a limited basis, in strategic planning and performance measurement at state departments of transportation. However, the meanings and usefulness of these concepts are still unclear or evolving to many practitioners. Based on a review of the literature and customer opinion data collected for various transportation studies in the USA and Europe, this paper offers two important contributions to the transportation literature. The paper clarifies the relationship between the CS and QOL concepts, placing CS in the broader context of customer opinions and subjective well-being. The paper then identifies six categories of survey tools for collecting customer opinions, describing how each can be used within a performance management framework to reveal the QOL impacts of transportation decisions. Agencies can use the definitions, conceptual relationships, performance measures, and decision-making processes discussed in this paper to refine their performance management programs, to better understand customer and public perceptions, and to make systematic progress toward their QOL oriented goals.     

Measuring the satisfaction of multimodal travelers for local transit services in different urban contexts

The importance of measuring customer satisfaction for a public transport service is apparent, even beyond more immediate marketing purposes. The present paper shows how satisfaction measures can be exploited to gain insights on the relationship between personal attitudes, transit use and urban context. We consider nine satisfaction measures of urban transit services, as expressed by a representative sample of Italian multimodal travelers (i.e. users of both private cars and public transport). We use correlations and correspondence analyses to show if and how each attribute is related to the levels of use of public transport, and how the relationship is affected by the urban context. Then we apply a recently developed method to combine ordinal variables into one score, by adapting it to work with large samples and with satisfaction measures which have a neutral point in the scale (i.e. “neither satisfied nor dissatisfied”). The resulting overall satisfaction levels and frequency of use were not correlated in our sample. We also found the highest satisfaction levels in smaller towns and the lowest ones in metropolitan cities. Since we focus on multimodal travelers, an interpretation paradigm is proposed according to which transit services must be well evaluated by car drivers in smaller towns in order to be considered a real alternative to cars. On the other hand, transit is more competitive on factual elements in larger cities, so that it can still be used by drivers, even if it is not very well evaluated.     

Modelling user satisfaction in public transport systems considering missing information

Collecting data to obtain insights into customer satisfaction with public transport services is very time-consuming and costly. Many factors such as service frequency, reliability and comfort during the trip have been found important drivers of customer satisfaction. Consequently, customer satisfaction surveys are quite lengthy, resulting in many interviews not being completed within the aboard time of the passengers/respondents. This paper questions as to whether it is possible to reduce the amount of information collected without a compromise on insights. To address this research question, we conduct a comparative analysis of different Ordered Probit models: one with a full list of attributes versus one with partial set of attributes. For the latter, missing information was imputed using three different methods that are based on modes, single imputations using predictive models and multiple imputation. Estimation results show that the partial model using the multiple imputation method behaves in a similar way to the model that is based on the full survey. This finding opens an opportunity to reduce interview time which is critical for most customer satisfaction surveys.

     

基于客户满意度的货运动车组开行方案研究

高铁货运逐渐兴起,本文对货运动车组开行方案优化进行了研究。针对高铁运输安全、快捷、运输成本较低等特性,提出以货运动车组及客货混编动车组为主,客运动车组捎带运输为补充的开行模式,结合运输需求、线路通过能力等限条件,以运输成本最小和货主满意度最大为目标,建立多目标综合优化模型,运用线性加权组合法,以lingo软件为依托进行求解。通过算例给出具体开行方案,并对同一运输区间各种运输方式的单位成本及用时进行对比分析。结果表明,相对于传统运输方式,高铁货运综合运输成本较低,用时更短,能够兼顾运输企业与货主的双重要求;所建模型优化效果明显,可为未来货运动车组的开行提供参考。     

Customer choice patterns in passenger rail competition

This study explores determinants of customer choice behaviour in passenger rail competition on two cross-border routes, Cologne–Brussels and Cologne–Amsterdam. It fills a gap in the literature on competition in commercial passenger rail by relying on newly collected stated preference data from about 700 on-train interviews. Our multinomial Logit estimations reveal two important effects that are closely connected to (psychological) switching costs. First, the customers on the route Cologne–Amsterdam, for whom competition is a purely hypothetical situation, value a competitive market structure lower than customers on the already competitive route Cologne–Brussels. Second, travellers show a status quo bias with a preference for the service provider on whose trains they were interviewed. This effect goes beyond the impact exercised by explanatory variables capturing the observable differences of the services and customers, including loyalty-enhancing effects like the possession of customer cards. Our results imply that entry into the commercial passenger rail market may be more difficult than often thought. Thus, the study contributes to explaining the low level of competition in these markets in Europe.     

广西出租汽车行业发展浅析

文章从广西出租汽车行业发展的现状出发,介绍了广西出租汽车企业的基本情况、出租汽车运力供给情况及出租汽车企业经营模式,分析了广西出租汽车行业存在的主要问题,提出了促进广西出租汽车行业发展的方法建议。     

实行计重收费后交通量变化的原因与对策

文章针对广西高速公路实行计重收费后交通量、通行费收入的变化情况,分析了高速公路通行费收入变化的特点与原因,提出了应对高速公路交通量流失的对策和方法。     

Assessing Service Quality,Switching Costs and Customer Loyalty in Home‐Delivery Services in Taiwan

Abstract

This study empirically investigated service quality, switching costs and customer loyalty from home‐delivery services' customers' perceptive. With regard to service quality attributes, findings indicated that customers were most satisfied with ‘range of delivery’, followed by ‘seldom loses parcels’, ‘invoice accuracy’, ‘prompt and reliable collection’ and ‘delivery by due time’. They were least satisfied with competitiveness of price. A structural equation modelling (SEM) approach was employed to analyse the impact of service quality and switching costs on customer loyalty from customers' perspective. Results revealed that service quality positively influenced switching costs and customer loyalty, and switching costs had a positive effect on customer loyalty. Investigation of the moderating effect of switching costs on the relationship between service quality and customer loyalty indicated that it was significantly important. Theoretical and practical implications of the findings for firms providing home‐delivery services are discussed.