快递服务顾客满意度研究

Research on Customer Satisfaction Index of Express Service

当前我国快递服务业市场竞争惨烈,但行业的顾客满意度较低,国内快递服务企业必须将顾客满意提到发展战略高度上,因此,一个科学全面的顾客满意度评价体系对国内快递服务企业成功实施顾客满意战略具有重要意义。文章在借鉴国内外关于顾客满意度研究成果的基础上,结合快递服务流程、特点和影响快递服务顾客满意度的因素,参考其他学者提出的快递服务顾客满意度评价指标,建立了快递服务顾客满意度评价指标体系。然后通过实证分析,计算出快递服务顾客满意度值,并对快递服务提出相应的对策。

Nowadays, the market of expl^ss service industry in our country is in intense competition, but its customer satisfaction index （CSI） is comparatively low. The domestic express service companies should bring CSI into the development strategy. Therefore, it is very significant and meaningful to construct a CSI system for evaluating express service. Through the analysis of the characteristics of express service and its influencing factors, this thesis presents a CSI system for evaluating express service based on the domestics and overseas research i^sults about CSI and the CSI systems for evaluating express service proposed by the fm~ mer scholars. And then the thesis makes the empirical analysis on the rationality of the index system. Finally, the thesis puts forward elevant proposals with reference to the development of express service based on the quadrifid graph model.