摘要：随着经济的发展，企业对客户忠诚度的重视已经达到了一定的高度，尤其是第三方物流企业，除了扩大市场份额外，更加重视在维持老客户的基础上争取新客户，努力提高客户忠诚。本文主要从客户感知价值、环境因素、客户满意、转换成本和关系信任五大影响因素对第三方物流企业客户忠诚的影响程度进行研究分析。主要采用序关系分析法对第三方物流企业——丹阳飓风物流股份有限公司进行实证研究，探讨第三方物流企业客户忠诚的影响因素的具体情况。

    本文基于第三方物流企业所在的行业，以大量国内外相关文献为参照标准，提出第三方物流企业客户忠诚的主要影响因素。并采用序关系分析法对所有因素按重要程度进行排序，再对排序后的因素进行相对重要程度赋值，然后计算所有因素的权重指标。最后根据实证研究的结果，运用序关系法得出的结论，提出第三方物流企业提高客户忠诚度的策略，为第三方物流企业提供了相关建议。

    关键词：客户忠诚；第三方物流企业；序关系分析法

 Study on the Factors Affecting Customer Loyalty of the Third Party Logistics Enterprises  A Case Study of Hurricane Danyang

Abstract：    With the development of the economy, the emphasis on customer loyalty has reached a certain height, especially the third party logistics enterprises, in addition to expanding market share, pay more attention to maintaining old customers on the basis of new customers, and strive to improve customer loyalty The This paper mainly analyzes the influence degree of the five influencing factors on the customer loyalty of the third party logistics enterprise from the customer perceived value, the environmental factor, the customer satisfaction, the conversion cost and the trust relationship. We mainly use the order relation analysis method to study the third party logistics enterprise - Danyang Hurricane Logistics Co., Ltd. to study the specific factors of the third party logistics enterprise customer loyalty factors.

    Based on the industry of the third party logistics enterprises, this paper puts forward the main influencing factors of customer loyalty in the third party logistics enterprises with reference to a large number of relevant documents at home and abroad. And the order relation analysis method is used to sort all the factors according to the importance degree, then the relative importance of the sorted factors after the assignment, and then calculate the weight of all factors indicators. Then, according to the results of empirical research and the conclusion of using the order relationship method, the third party logistics enterprises are proposed to improve the customer loyalty strategy, which provides the relevant suggestions for the third party logistics enterprises.

    Key words: customer loyalty; third party logistics enterprise; order relationship 

          analysis method

目录

1 引言 1

1.1 背景及意义 1

1.2 相关文献综述 2

1.2.1 客户忠诚内涵的相关研究 2

1.2.2 第三方物流企业客户忠诚的相关研究 3

1.3 研究内容及思路 4

 1.3.1 研究内容 4

 1.3.2 研究思路 4

2 第三方物流企业的客户特征分析 5

2.1 第三方物流企业的界定 5