Abstract: Seeing that customer satisfaction is not a concern in the traditional vehicle routing problem, customer satisfaction is measured by the customers' requirement of service time and goods integrity. The time satisfaction function based on the fuzzy time window and the cargo integrity satisfaction function based on the damage rate are constructed. Maximizing customer satisfaction and minimizing transportation cost are taken as objectives and the corresponding example is designed and solved by using LINGO software. The scanning method used by medium and small-sized logistics enterprises is contrasted to verify the validity of the model. The results show that the average customer satisfaction obtained by using LINGO software is 36.3% higher than the scanning method, so the customer satisfaction and transportation cost are balanced through the established model. The model has certain theoretical reference value for the optimization of distribution path in logistics enterprises.

Key words: logistics engineering, vehicle routing problem, customer satisfaction, fuzzy time windows, damage rate