快递业顾客满意度调查及影响因素分析——基于信阳高校的调查

Customer Satisfaction Survey and Analysis of Affecting Elements in Express Industry——Based on The Investigation of Colleges in Xinyang

随着互联网的快速发展和网购的普及,快递业迅速发展壮大,但顾客满意度不高的问题严重阻碍了快递业的进一步发展。文中通过问卷调查的方法,对消费者使用快递的现状及满意度进行了深入地分析,找出影响快递业顾客满意度的因素,并从提高时效性、安全性等方面给出了一些建议。

With the mushroom growth of the internetwork and the popularity of online shopping,the express industry has grown rapidly,but the problem of low customer satisfaction has seriously hindered the further development of the express industry.Through the questionnaire survey,this paper makes an in-depth analysis on the status and satisfaction of the consumers using express delivery,and finds out the influencing factors. Finally,Some suggestions on improving timeliness and safety are given.