用户和价值链双视角下的快递企业服务水平提升策略

The Promotoon Strategy of Express Enterprise Service Level under the Perspective of Users and Value Chain

提升用户服务水平是快递企业发展中的关键问题。通过文献总结和调研寻找影响用户满意度的因素,对已选取的指标进行基于价值链的系统归类,建立外部服务价值链模型;根据对用户实地调研的用户满意度影响因素数据,测算指标相对权重并排序,提出快递企业提升服务水平的策略及建议。

The level of customer service is the key issues in the development of express enterprises.Through the literature summary and research to find the factors affecting user satisfaction, and to classiy the indicators based on the value chain system, then external service value chain model is set up; According to the on-the-spot investigation of factor data affecting user satisfaction, measure index relative weights and sorting, Put forward the strategy and Suggestions how the express enterprises enhance the service level.