圆通速递公司客户满意度评价及改善研究

发布时间：2018-11-21 18:48

【摘要】：伴随着世界经济的快速发展,现代科技的不断飞跃、网络经济的大量兴起,人们的生活节奏越来越快,世界亦越来越扁平化,这一切与各种网络密不可分,其中,快递业及快递服务形成的网络也变得尤为重要。面对如此迅猛的发展和竞争对手的挤压、冲击,许多快递企业不能很好地适应新形势,出现诸多服务问题。因此,快递企业迫切需要改进现有服务的不足,积极探索适合自己的总体发展战略,改善客户满意度,提升企业竞争力,以使企业在激烈的竞争环境中又好又快地发展。本文以圆通速递公司的客户满意度为研究对象,采用文献研究、问卷调查等定性与定量相结合的方法,深入分析圆通速递公司的客户满意度并研究其改善对策。首先,从快递服务的研究背景和研究意义入手,对国内外客户满意度相关理论的研究现状进行总结和述评,引出本文的研究内容。其次,对快递企业客户满意度相关理论进行梳理,阐述并总结快递服务、快递企业、客户满意度、标杆管理的概念、特点等,明确适合本研究对象的客户满意度评价参考模型与评价方法,并分析了圆通速递公司的发展现状、服务情况,以及与标杆企业的优劣势比较,为探讨圆通速递公司客户满意度提供基础。再次,结合圆通速递公司的具体特点,根据中国客户满意度评价模型和SERVQUAL模型,构建圆通速递客户满意度指标体系,采用层次分析法确认权重。最后,通过问卷调查搜集数据,进行定量分析,采用模糊综合评价法对圆通速递公司的客户满意度进行综合评价。根据数据分析,发现存在问题,分析成因,研究改进对策,为圆通速递更好满足客户需要,提高服务质量、经济效益,提升市场竞争力,提供一定的理论和实践指导。
[Abstract]:With the rapid development of the world economy, the continuous leap of modern science and technology, the rise of a large number of network economy, the pace of life of people is getting faster and faster, the world is also more and more flat, all of these are closely related to various networks, among which, Express delivery industry and express service formation of the network has become particularly important. Faced with such rapid development and competition squeeze, many express delivery enterprises can not adapt to the new situation, there are many service problems. Therefore, express delivery enterprises urgently need to improve the shortcomings of existing services, actively explore the overall development strategy suitable for their own, improve customer satisfaction, enhance the competitiveness of enterprises, so that enterprises can develop well and quickly in the fierce competitive environment. This paper takes the customer satisfaction of Yuantong Express Company as the research object, using the methods of qualitative and quantitative analysis, such as literature research, questionnaire survey and so on, to deeply analyze the customer satisfaction of Yuantong Express Company and study its improvement countermeasures. First of all, starting with the research background and significance of express delivery service, this paper summarizes and reviews the research status of customer satisfaction theory at home and abroad, and leads to the research content of this paper. Secondly, the related theories of customer satisfaction of express delivery enterprises are combed, and the concepts and characteristics of express delivery service, express enterprises, customer satisfaction, benchmarking management are expounded and summarized. Make clear the customer satisfaction evaluation model and evaluation method suitable for this research object, and analyze the development status, service situation, and compare the advantages and disadvantages of Yuantong express delivery company with benchmarking enterprise. To provide a basis for exploring the customer satisfaction of Yuantong Express. Thirdly, according to the specific characteristics of Yuantong Express Company, according to the evaluation model of Chinese customer satisfaction and SERVQUAL model, the index system of Yantong Express customer satisfaction is constructed, and the weight is confirmed by AHP. Finally, through the questionnaire survey to collect the data, carries on the quantitative analysis, uses the fuzzy comprehensive appraisal method to carry on the comprehensive appraisal to the Yuantong express company's customer satisfaction. According to the data analysis, the paper finds out the existing problems, analyzes the causes, studies the improvement countermeasures, and provides some theoretical and practical guidance for Yuantong express delivery to better meet the needs of customers, improve the service quality, economic benefit, enhance the market competitiveness and provide some theoretical and practical guidance.
【学位授予单位】：福州大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23

【相似文献】