摘要天津大学（高等教育自学考试）毕业设计（论文）说明书学院：专业：姓名：指导教师：年月PAGE\*MERGEFORMAT1PAGE\*MERGEFORMATI摘要身处第三产业，客户满意度无疑是物流企业持续发展的动力源泉。对于物流企业而言，只有尽快调整经营目标和策略，推行客户满意理念，实施客户满意度经营，才能树立新的竞争优势，实现企业、顾客双赢。本文首先介绍了国内外物流行业的整体发展现状和基础知识，然后阐述了客户满意度的定义、影响因素以及测评模型。第四章主要是分析了我国物流行业客户满意度的现状以及出现这些问题的原因。最后，提出基于客户满意度的物流企业服务质量发展创新的提升途径。关键字：物流行业客户满意度顾客满意度AbstractPAGE\*MERGEFORMATIIAbstractAsthetertiaryindustry,customersatisfactionisundoubtedlythethepowersourceforthesustainabledevelopmentofthelogisticscompanies.Forlogisticsenterprises,toestablishnewcompetitiveadvantagesforlogisticsenterprises,itisrequiredtoadjusttheiroperationalobjectivesandstrategies,practicecustomerssatisfactionideaandperformcustomersatisfactoryoperationsoastoachieveawin-winsituationforbothenterprisesandcustomersThispaperfirstlyintroducesthedomesticandinternationallogisticsindustry'soveralldevelopmentstatusandbasicknowledge,thenexpoundsthedefinitionofcustomersatisfaction,influencingfactorsandevaluationmodel.ThefourthchapteristheanalysisofthestatusofcustomersatisfactionofChina'slogisticsindustry,aswellasthereasonsfortheseproblems.Finally,thispapercomesupwithsomedevelopingandinnovativewaysbasedoncustomersatisfactionforlogisticsenterprises.Keywords:logisticsindustrycustomersatisfaction目录PAGE\*MERGEFORMATIII目录TOC\o"1-3"\h\z\uHYPERLINK\l"_Toc364874816"第一章引言PAGEREF_Toc364874816\h1HYPERLINK\l"_Toc364874817"1.1研究背景及意义PAGEREF_Toc364874817\h1HYPERLINK\l"_Toc364874818"1.2研究现状PAGEREF_Toc364874818\h1HYPERLINK\l"_Toc364874819"1.2.1文献统计情况PAGEREF_Toc364874819\h1HYPERLINK\l"_Toc364874820"1.2.2文献内容分析PAGEREF_Toc364874820\h2HYPERLINK\l"_Toc364874821"1.3研究内容PAGEREF_Toc364874821\h4HYPERLINK\l"_Toc364874822"1.4研究方法PAGEREF_Toc364874822\h4HYPERLINK\l"_Toc364874823"第二章物流行业基本概述PAGEREF_Toc364874823\h5HYPERLINK\l"_Toc364874824"2.1物流企业分类PAGEREF_Toc364874824\h5HYPERLINK\l"_Toc364874825"2.1.1按照国家标准GB/T19680—2005