国内中小物流企业的客户满意度研究

客户满意度,作为一种客户方对企业服务表现及产品的评价,是企业管理者衡量企业市场表现的重要量化指标,企业通过提高客户满意度,从而形成长期良好的合作关系,以提升企业竞争力,并为企业进一步发展找到良好的突破口。随着我国经济的发展和全面的参与全球经济竞争,中小物流企业竞争日益激烈,顾客满意成为竞争的一个关键因素。本文首先对顾客满意度理论进行阐述,分析满意度测评模型指标体系建立的原则和方法,采用因子分析法对顾客问卷进行分析,建立了适合中小物流企业的客户满意度评价模型。通过实证研究证实了所建立满意度评价模型的可行性,对一家小型物流企业的客户满意度进行了评测,并对公司今后的服务改进提出了合理化建议。

Customer Satisfaction Degree, as the indicator of the enterprises＇ services and products performance, is one of the most important criterion of enterprises＇ market performance. Improving enterprises＇ customer satisfaction would do great help to lead enterprises improvement, which facilitate long-time cooperation and enterprises＇ promotion and reputation. With China＇s economy＇s developing and fully participating in global economic competition, the logistic service companies＇ compete more and more fierce and customer satisfaction has become a key factor in the competition. First, this article elaborates customer satisfaction theories, analyzes the principles and methods of establishing the index model system for satisfaction measurement, and uses factor analysis to analyze the customer questionnaire, establishes the service satisfaction evaluation model fit for the logistic service enterprise and in practice to confirm the feasibility of the satisfaction evaluation model. Finally, it measures the satisfaction of logistic service companies and provides suggestions for improvement of this company services.