基于优度评价法的快递公司顾客满意度评价研究
发布时间：2019-06-06 10:33
【摘要】：随着互联网技术的高速发展,众多网络购物平台的涌现,以及居民生活水平的提高,网上购物已成为一种时尚潮流,伴随而来的是以此获得丰厚利润的快递公司的迅速发展,同时带来的是行业间的激烈竞争,快递公司为了满足顾客需求赢得市场同时又获得利润,必须不断提高服务水平和服务质量,以提升顾客的满意度和认可度。目前国内快递公司众多,对快递公司竞争力以及顾客满意度研究的文章也很多,本文是在阅读了国内外大量文献和著作的基础上,利用可拓学中的优度评价法对影响顾客满意度的评价指标进行深入研究,以确定快递公司的市场竞争力水平,旨在帮助快递公司获得顾客满意和信任为顾客提供更加便利、快捷的服务,优化快递行业运营环境,促进我国快递公司的健康成长和快速发展。本文主要采用可拓学中的优度评价法,同时融入问卷调查法、层次分析法等其他研究方法,对建立的顾客满意度评价指标进行分析研究。首先阐述快递的特征、快递公司服务质量度量因素、顾客满意度影响因素;其次建立与之相应的顾客满意度评价指标,利用评价指标设计与之对应的问卷调查表,通过问卷调查获得相应的数据,并对数据进行整理和计算;然后利用优度评价法建立物元模型,利用层次分析法确定评价指标权重,建立关联函数计算关联度,将关联度规范化后再计算出每个评价指标的优度,根据优度值大小可以对快递公司的竞争力进行排序,进而确定快递公司的顾客满意度水平;最后为快递公司提供合理化建议,为快递公司进一步规范化运作、长远化发展和提升顾客满意度提供参考依据。
[Abstract]:With the rapid development of Internet technology, the emergence of many online shopping platforms, and the improvement of residents' living standards, online shopping has become a fashion trend, accompanied by the rapid development of express delivery companies with huge profits. At the same time, it brings fierce competition among industries. In order to meet the needs of customers and win the market at the same time, express delivery companies must constantly improve the level of service and service quality, in order to improve customer satisfaction and recognition. At present, there are many domestic express companies, and there are many articles on the competitiveness and customer satisfaction of express companies. This paper is on the basis of reading a large number of literature and works at home and abroad. In order to determine the level of market competitiveness of express companies, the evaluation index affecting customer satisfaction is deeply studied by using the evaluation method of excellence in extension science, in order to help express companies obtain customer satisfaction and trust to provide customers with more convenience. Fast service, optimize the operating environment of express industry, promote the healthy growth and rapid development of express companies in China. This paper mainly uses the optimization evaluation method in extension science, and integrates the questionnaire survey method, analytic hierarchy process (AHP) and other research methods to analyze and study the established customer satisfaction evaluation index. First of all, it expounds the characteristics of express delivery, the measurement factors of service quality of express delivery company, and the influencing factors of customer satisfaction. Secondly, the corresponding customer satisfaction evaluation index is established, and the corresponding questionnaire is designed by using the evaluation index, and the corresponding data are obtained through the questionnaire survey, and the data are sorted out and calculated. Then the matter-element model is established by using the optimization evaluation method, the weight of the evaluation index is determined by the analytic hierarchy process (AHP), the correlation function is established to calculate the correlation degree, and then the optimization degree of each evaluation index is calculated after the correlation degree is standardized. According to the size of the excellent value, the competitiveness of the express company can be sorted, and then the customer satisfaction level of the express company can be determined. Finally, it provides reasonable suggestions for express companies, and provides reference for further standardized operation, long-term development and improvement of customer satisfaction.
【学位授予单位】：山东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.23;F274
[Abstract]:With the rapid development of Internet technology, the emergence of many online shopping platforms, and the improvement of residents' living standards, online shopping has become a fashion trend, accompanied by the rapid development of express delivery companies with huge profits. At the same time, it brings fierce competition among industries. In order to meet the needs of customers and win the market at the same time, express delivery companies must constantly improve the level of service and service quality, in order to improve customer satisfaction and recognition. At present, there are many domestic express companies, and there are many articles on the competitiveness and customer satisfaction of express companies. This paper is on the basis of reading a large number of literature and works at home and abroad. In order to determine the level of market competitiveness of express companies, the evaluation index affecting customer satisfaction is deeply studied by using the evaluation method of excellence in extension science, in order to help express companies obtain customer satisfaction and trust to provide customers with more convenience. Fast service, optimize the operating environment of express industry, promote the healthy growth and rapid development of express companies in China. This paper mainly uses the optimization evaluation method in extension science, and integrates the questionnaire survey method, analytic hierarchy process (AHP) and other research methods to analyze and study the established customer satisfaction evaluation index. First of all, it expounds the characteristics of express delivery, the measurement factors of service quality of express delivery company, and the influencing factors of customer satisfaction. Secondly, the corresponding customer satisfaction evaluation index is established, and the corresponding questionnaire is designed by using the evaluation index, and the corresponding data are obtained through the questionnaire survey, and the data are sorted out and calculated. Then the matter-element model is established by using the optimization evaluation method, the weight of the evaluation index is determined by the analytic hierarchy process (AHP), the correlation function is established to calculate the correlation degree, and then the optimization degree of each evaluation index is calculated after the correlation degree is standardized. According to the size of the excellent value, the competitiveness of the express company can be sorted, and then the customer satisfaction level of the express company can be determined. Finally, it provides reasonable suggestions for express companies, and provides reference for further standardized operation, long-term development and improvement of customer satisfaction.
【学位授予单位】：山东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.23;F274
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相关期刊论文 前10条
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