EMPIRICAL STUDY OF C2C LOGISTICS CUSTOMER SATISFACTION BASED ON AHP AND FCE

Jing An, Bo Xu

School of Economics & Management, Changzhou Institute of Technology, Tongjiang South Road, No. 299, Changzhou, China

Evaluation system of C2C logistics customer satisfaction was mainly studied here. Firstly, three primary indexes and nine secondary indexes were constructed as the components of the evaluation system. Then the integrated use of AHP and FCE was carried on taobao.com as the empirical research. The result indicates that the overall logistics customer satisfaction of taobao.com is good. But there is still space for improvement. Through this study, logistics customer satisfaction of taobao.com is to improved. In addition, references are provided for other C2C enterprises and logistics companies. The common development of them is therefore promoted.