文档介绍：摘要
快递行业的飞速发展已经日益受到国内外专家学者们的重视,并且不断的有新的相关研究结果推出;但快递服务中顾客满意度的问题始终是快递行业乃发展的一个“瓶颈”。如何很好的解决在飞快发展的前提下,既保证企业利润不打折扣又能保证高的顾客满意度已经成为一个研究的热点问题。本文以快递行业的顾客满意度为研究的基本出发点,针对行业现状,采取满意度调查问卷的方式进行了相关调查,并对调查所得数据做了层次分析,对顾客满意度的影响因素做了主次排序,得知快递企业顾客满意度的影响因素的主次顺序是:货物的完好率、价格的影响、服务准确性的影响、员工服务态度的影响和服务快捷程度的影响;在此基础上给出了提升顾客满意度的相关建议。
关键词
快递服务顾客满意度层次分析法
Customer satisfaction investigation and study of express service
ABSTRACT
The rapid development of express profession received attaching great importance to of domestic and foreign experts day by day, and unceasing has the new relevant research result to promote; But in the express service the issue of customer satisfaction throughout is the express profession is one of development “bottleneck”. How very good solution in the context of rapid development, both to ensure corporate profits promise and ensure a high level of customer satisfaction has e a hot topic of research. This article takes the customer satisfaction of express profession as the fundamental goal of research, in view of the industry status, adopted the degree of satisfactory investigation questionnaire the way to carry on the related investigation And hierarchical analysis of survey data, factors affecting customer satisfaction a primary and secondary sort, Knew that the express enterprise customer satisfaction the primary and secondary order of influencing factor is: Availability, price of goods, services, accuracy, staff attitude and the effect of the service impact; On the basis of relevant mendations to improve customer satisfaction.
KEYWORDS
Express service ,Customer satisfaction ,AHP
目录
1绪论 2
2
2
3
4
2国内外研究现状 4
4
5
3快递行业顾客满意度及其影响因素 6
快递行业概念及其特点 6
快递服务顾客满意度的影响因素 10
4快递业顾客满意度的实证研究 15
16
层次单排序 17
5提升快递服务顾客满意度的相关建议 19
,降低货损货差率 19
,为客户创造价值 20
,提高递送速度 20
,大力提高服务人员的服务态度 20
结论 21
参考文献 22
致谢 23
附件1 外文资料翻译译文 2
附件2 外文原文 6
1绪论