国际快递公司服务满意度调查及其提升策略实证研究
发布时间：2019-06-17 19:57
【摘要】：随着全球化一体化的发展和经济的增长,当今快递行业竞争越来越激烈。起初全球四大快递引领行业发展,目前随着快递市场行业的准入放开,越来越多企业加入到快递行业大军中,形成百家争鸣的态势,特别是互联网技术的发展和电子商务的日益成熟,消费者对快递业务的需求也日益增长。特别是中国、印度、南非、巴西、俄罗斯等市场的增长与需求远远高于一些欧美发达国家。与此同时,随着居民消费价格指数的不断增长,全球劳动力的工资也不断增加,人力成本不断增加,国际快递行业在很大程度上依赖劳动力,是以人力为支撑的行业,这意味着该行业的利润进一步被压缩。在网络高度发达的今天,客户对服务的要求也越来越高,快递行业必须能够随时反馈包裹的实时状态以便客户跟踪查询,并将货物安全快速的送达客户手中,这就要求投入更多的IT构建、物流网络的规划以及人力的培训成本来提高顾客的满意度。快递公司实现基本的功能以后,就会力求满足客户高层次个性化的需求,更会关注客户深层次的主观感受。因为目前国际快递的转运时间、转运费用、安全性可靠性等已经基本趋于同质化,不盲目打价格战,将主要精力用在运输网络的优化,进一步提升客户服务满意度,提升用户体验,系统升级,超出客户预期,从而提高顾客忠诚度,提高市场份额,增加营收利润是国际快递行业追求的目标。以TNT国际快递公司为案例进行是实证研究,结合目前公司发展现状,运用多种手段进行客户满意度调查,并对调查情况与数据运用定性与定量分析,从而找出客户管理与业务中存在的问题与不足,进而提出改进建议以及解决方案。本文研究的方法和结果以及提升客户体验的观点与经营理念可以作为该行业的参考,也可以应用到更多的行业中作为借鉴,具有较强的现实意义与可操作性。
[Abstract]:With the development of globalization and integration and the growth of economy, the competition of express delivery industry is becoming more and more fierce. At first, the four major express companies in the world led the development of the industry. At present, with the entry and liberalization of the express market industry, more and more enterprises join the army of express delivery industry, forming a hundred schools of thought contending situation, especially the development of Internet technology and the maturity of e-commerce, and the demand of consumers for express delivery business is also increasing day by day. In particular, the growth and demand of China, India, South Africa, Brazil, Russia and other markets are much higher than those of some developed countries in Europe and the United States. At the same time, with the continuous growth of consumer price index, the wages of the global labor force are also increasing, and the cost of manpower is increasing. The international express industry relies to a large extent on the labor force, which is an industry supported by manpower, which means that the profits of the industry are further reduced. In today's highly developed network, customers have higher and higher requirements for service. Express delivery industry must be able to feedback the real-time status of packages at any time so that customers can track and query, and deliver goods safely and quickly to customers, which requires more IT construction, logistics network planning and manpower training costs to improve customer satisfaction. After the express company realizes the basic function, it will strive to meet the high-level personalized needs of customers, and will pay more attention to the deep subjective feelings of customers. Because at present, the transit time, transit cost, security and reliability of international express delivery have basically tended to be homogeneous, not blindly fighting price war, the main energy will be devoted to the optimization of transportation network, further improve customer service satisfaction, enhance user experience, system upgrade, exceed customer expectations, so as to improve customer loyalty, improve market share and increase revenue and profit is the goal pursued by the international express industry. Taking TNT International Express Company as an empirical study, combined with the current situation of the company's development, this paper uses a variety of means to investigate customer satisfaction, and applies qualitative and quantitative analysis to the survey and data, so as to find out the problems and shortcomings in customer management and business, and then put forward suggestions for improvement and solutions. The methods and results of this paper, as well as the viewpoint and management concept of improving customer experience can be used as a reference for this industry, and can also be applied to more industries as a reference, which has strong practical significance and maneuverability.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.1
本文编号：2501226
[Abstract]:With the development of globalization and integration and the growth of economy, the competition of express delivery industry is becoming more and more fierce. At first, the four major express companies in the world led the development of the industry. At present, with the entry and liberalization of the express market industry, more and more enterprises join the army of express delivery industry, forming a hundred schools of thought contending situation, especially the development of Internet technology and the maturity of e-commerce, and the demand of consumers for express delivery business is also increasing day by day. In particular, the growth and demand of China, India, South Africa, Brazil, Russia and other markets are much higher than those of some developed countries in Europe and the United States. At the same time, with the continuous growth of consumer price index, the wages of the global labor force are also increasing, and the cost of manpower is increasing. The international express industry relies to a large extent on the labor force, which is an industry supported by manpower, which means that the profits of the industry are further reduced. In today's highly developed network, customers have higher and higher requirements for service. Express delivery industry must be able to feedback the real-time status of packages at any time so that customers can track and query, and deliver goods safely and quickly to customers, which requires more IT construction, logistics network planning and manpower training costs to improve customer satisfaction. After the express company realizes the basic function, it will strive to meet the high-level personalized needs of customers, and will pay more attention to the deep subjective feelings of customers. Because at present, the transit time, transit cost, security and reliability of international express delivery have basically tended to be homogeneous, not blindly fighting price war, the main energy will be devoted to the optimization of transportation network, further improve customer service satisfaction, enhance user experience, system upgrade, exceed customer expectations, so as to improve customer loyalty, improve market share and increase revenue and profit is the goal pursued by the international express industry. Taking TNT International Express Company as an empirical study, combined with the current situation of the company's development, this paper uses a variety of means to investigate customer satisfaction, and applies qualitative and quantitative analysis to the survey and data, so as to find out the problems and shortcomings in customer management and business, and then put forward suggestions for improvement and solutions. The methods and results of this paper, as well as the viewpoint and management concept of improving customer experience can be used as a reference for this industry, and can also be applied to more industries as a reference, which has strong practical significance and maneuverability.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.1
【引证文献】
相关期刊论文 前1条
1 李晓涛;陈德良;;用户和价值链双视角下的快递企业服务水平提升策略[J];企业技术开发;2017年03期
，本文编号：2501226
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