A快递XX地区分公司提升客户满意度研究

发布时间：2018-03-04 19:26

本文选题：快递业　切入点：顾客满意度　出处：《福建师范大学》2014年硕士论文　论文类型：学位论文

【摘要】：当今世界,随着全球经济一体化的发展,商业之间的竞争呈现白热化,总的来说,世界商品供过于求。加之购买者的购买行为愈发理性化,使得企业之间的竞争已经从产品竞争转变为对顾客的竞争。顾客对于企业的竞争起着至关重要的作用。纵观三大产业,第三产业对顾客的关注程度最为明显。由于需求构成了市场,也构成了物流企业的获利潜力,而在市场上需求活动的最佳状态是满意,因此客户满意就是物流企业效益的源泉,而客户满意度管理就成为快递公司管理的中心和根本出发点。顾客满意度管理是一项综合性的高层次、高技巧的管理,顾客满意度管理不仅涉及到企业的运作行为、运作效果,也涉及企业的理念和企业的综合形象。顾客满意度不仅涉及到产品和服务的提供、营销等环节,还涉及企业的文化层面。本文研究以A快递XX地区分公司为研究对象,通过对顾客进行问卷调查,对该公司顾客满意度进行比较分析,探索进一步提高顾客满意度的路径与措施。论文主要包括以下内容：第一章主要是阐述顾客满意度测评评测工具及理论模型,其中包含了对顾客满意度的部分相关理论、模型及评测方法的介绍。第二章通过对快递发展的历史和我国快递的目前现状的阐述,发现目前在我国快递中出现的问题,同时对A快递公司情况进行了概述,对A快递公司的特点和售后及满意度现状进行了详细的分析。论文的第三章首先是对理论模型的构建进行了详细的介绍说明,阐述了相关指标权重的确定和模糊评价的结果分析。并通过问卷调查来了解A快递公司在xx地区分公司顾客满意度的现状,最后对数据进行整理分析,得到结果。第四章对提升A快递xx地区分公司顾客满意度的路径与措施提出了相关建议,在根据评价结果找出存在的问题的基础上,提出了以提升公众形象、把握客户需求、加强自身公司建设和增值特色服务产品为主要方法的四个方面的对策。第五章对全文进行总结。此外,A快递系统的长处,本文也做了描述,希望对物流企业有所帮助。但因为本人能力有限,调查研究时难免带上个人观点,使得结论有一定偏颇,因此希望广大研究者能够进一步研究,深入研究。
[Abstract]:In today's world, with the development of global economic integration, competition between businesses is becoming more intense. In general, the world commodity supply exceeds demand. In addition, buyers' purchase behavior is becoming more rational. The competition between enterprises has changed from product competition to customer competition. Customers play an important role in the competition of enterprises. Throughout the three industries, the tertiary industry pays most attention to customers. Since demand constitutes the market and the profit potential of logistics enterprises, the best state of demand activities in the market is satisfaction, so customer satisfaction is the source of logistics enterprise benefit. Customer satisfaction management is the center and fundamental starting point of express delivery company management. Customer satisfaction management is a comprehensive high-level, high-level management, customer satisfaction management is not only related to the operational behavior of enterprises, operational effects, Customer satisfaction not only involves the provision of products and services, marketing and other links, but also involves the corporate culture. This paper takes XX branch of A express as the research object, carries on the questionnaire survey to the customer, carries on the comparative analysis to the customer satisfaction of the company, The thesis mainly includes the following contents: the first chapter is mainly about the evaluation tools and theoretical models of customer satisfaction, which includes some related theories of customer satisfaction. The second chapter introduces the history of express delivery development and the present situation of express delivery in China, finds out the problems in express delivery in our country, and summarizes the situation of A express delivery company. The characteristics of A express company and the present situation of after-sales and satisfaction are analyzed in detail. The third chapter introduces the construction of the theoretical model in detail. This paper expounds the determination of relevant index weights and the analysis of the results of fuzzy evaluation, and through the questionnaire survey to understand the customer satisfaction of A express company in xx regional branch, finally collates and analyzes the data. Chapter 4th puts forward some suggestions on the ways and measures to improve customer satisfaction of A express xx regional branch. On the basis of finding out the existing problems according to the evaluation results, the paper puts forward some suggestions to enhance the public image and grasp the customer demand. The four countermeasures of strengthening the construction of our own company and the value-added characteristic service product are summarized in Chapter 5th. In addition, the strengths of the delivery system are also described in this paper, in the hope that it will be helpful to logistics enterprises. However, due to their limited ability, it is inevitable to bring personal views to the investigation and study, which makes the conclusion somewhat biased. Therefore, I hope that the majority of researchers can further study, in-depth research.
【学位授予单位】：福建师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23;F274

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