深圳物流公司客户满意度调查研究

Study on Customer Satisfaction Survey of Logistics Enterprise in Shenzhen

以深圳某物流公司发展现状为研究对象,利用调查分析法对该公司客户满意度进行描述性分析,从服务质量、服务能力、服务形象、服务价格等四个方面展开,建立层次结构模型,运用统计分析法对各个因素对客户满意度的影响程度进行分析,并结合调查结果对客户满意度进行综合评价,并提出进一步提升客户满意度的策略。

In this paper, we took a logistics enterprise in Shenzhen as an example, analyzed its current status of customer satisfaction by applying the survey analysis method. From the service quality, ability, image and price, we established the hierarchical structure model, and analyzed their influence degree to the customer satisfaction by applying statistical method. On the basis of the results, we made a comprehensive evaluation on the customer satisfaction, and proposed the strategies which could further enhance the customer satisfaction.