基于价值链的快递企业顾客满意度评价研究

发布时间：2018-12-14 13:03

【摘要】：我国快递企业正处于蓬勃发展时期,是当前经济增长最快的领域之一,每年都保持较高的发展态势。数据显示,2014年我国快递业务量更是实现同比增长超过50%,业务收入增长超过40%。但快速增长的快递业仍不能满足经济发展需要,快递业市场增长空间仍然巨大。且随着网络购物的兴起,快递业也已成为支撑网络购物发展的基础行业。但随着部分快递企业的野蛮生长,从业人员流动性大,人员素质参差不齐,快递服务质量难以保证,使得关于快递服务的投诉时有发生,致使快递服务顾客满意度水平一直不高。随着快递业竞争的加剧,快递企业必须不断提高服务质量,提高顾客满意度。笔者通过对现有文献的整理发现,现有快递服务顾客满意度的研究不乏,但未有从价值链视角对快递服务的顾客满意度进行研究。本文认为基于价值链角度对快递企业顾客满意度进行分析研究具有重要的实践指导意义。本研究在对价值链理论与顾客满意度现有相关文献及理论进行回顾的基础上,分析快递企业价值链基本活动内容,并以快递企业业务价值链内容与服务质量测量量表分析为基础,构建了包含5个一级指标,12个二级指标,43个测量题项的快递企业顾客满意度评价指标体系。在此基础上设计A快递企业顾客满意度调查问卷并整理分析问卷调查数据,计算出A快递企业顾客满意度,并借鉴KANO模型和四分图矩阵对其服务满意度与重要度进行差异分析,找出A快递企业提升顾客满意的关键因素,并提出提升顾客满意度的相应措施。
[Abstract]:China's express delivery enterprises are in a period of vigorous development, which is one of the fastest growing areas of economy, and maintains a high development trend every year. Data show that in 2014, China's express delivery business volume is more than 50% year-on-year growth, business revenue growth is more than 40. However, the rapid growth of express delivery industry still can not meet the needs of economic development, express industry market growth space is still huge. With the rise of online shopping, express delivery industry has become the basic industry to support the development of online shopping. However, with the barbaric growth of some express delivery enterprises, the employees are highly mobile, the quality of personnel is uneven, and the quality of express service is difficult to guarantee, which makes complaints about express service happen from time to time. As a result, express service customer satisfaction level has not been high. With the aggravation of competition in express delivery industry, express delivery enterprises must continuously improve service quality and customer satisfaction. The author finds that there is no lack of research on customer satisfaction of express service, but the customer satisfaction of express service is not studied from the perspective of value chain. This paper believes that the analysis and research on customer satisfaction of express delivery enterprises based on value chain is of great practical significance. On the basis of reviewing the existing literature and theories of value chain theory and customer satisfaction, this study analyzes the basic activities of the value chain of express delivery enterprises. Based on the analysis of the business value chain content and service quality measurement scale of express delivery enterprises, the evaluation index system of customer satisfaction of express delivery enterprises is constructed, which includes 5 first-grade indexes, 12 second-level indexes and 43 measurement items. On this basis, the customer satisfaction questionnaire of A express company is designed and the questionnaire data are analyzed, and the customer satisfaction degree of A express enterprise is calculated, and the difference between service satisfaction and importance is analyzed by using KANO model and quadrilateral graph matrix. To find out the key factors to improve customer satisfaction in A express company, and put forward the corresponding measures to improve customer satisfaction.
【学位授予单位】：大连交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274;F259.23

【参考文献】