邮政速递通信产品配送顾客满意度调查研究

Research on Customer Satisfaction of EMS Communication Products Delivery

速递市场竞争日益激烈,邮政速递要对客户需求进行深层次的把握,从坐等用户上门实现向市场导向和客户导向的转变。本文运用国内外先进的顾客满意度研究理论,基于中国联通南京市分公司的腾讯王卡的配送情况,对南京市6家具有代表性的速递公司进行了满意度调查,并根据四分模型图分析统计结果。

The competition in the express delivery market is becoming increasingly fierce. The EMS needs to grasp the customer＇s needs in depth, from the waiting for users to achieve market-oriented and customer-oriented transformation. Using on the advanced customer satisfaction research theory at home and abroad, based on the distribution of Tencent Wangka of China Unicom＇s Nanjing Branch,this paper conducted a satisfaction survey on six representative express delivery companies in Nanjing, and analyzes the statistical results based on the four-point model map.