S公司广州地区快递业务客户满意提升研究
发布时间：2021-06-08 23:15
近年来随着电子商务的普及以及移动智能终端的发展,我国的网民数量及网购人数均不断增长,以提供门到门服务为核心业务的快递业,成为网购消费繁荣下最具增长势头的行业。目前我国快递市场企业众多,EMS、民营快递企业以及外资国际快递云集使得行业竞争日益激烈。作为服务行业的一种,只有不断改进服务质量,才能获得并稳定更多的客户,快递服务品质也已逐渐成为客户选择快递企业的重要依据之一。作为民营快递企业的S公司在国家邮政局公布的服务满意度得分已连续几年来位居前列,然而其在2017年的得分较2016年、2015年及2014年均有所下降,说明用户对其快递服务质量的满意度降低。同时,其他民营快递企业例如中通、韵达等服务满意度近年来在逐渐提高,并与S公司的差距逐渐缩小。所以,S公司有必要提高对于客户满意度的重视。另外,广州的快递业务量连续数年位居全国首列,但是其快递服务公众满意度得分却连续多年低于其他快递业务量较高的城市,说明该城市的快递服务质量整体不高。因此,本研究选取S公司广州地区快递业务满意度为研究对象,寻找其满意度不高背后的原因,进行深度分析并给与提升对策,具有重要的现实意义。以中国客户满意度指数CCSI...
【文章来源】：广东外语外贸大学广东省
【文章页数】：103 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
1. Introduction
1.1 Research background and significance
1.1.1 Research background
1.1.2 Research significance
1.2 Research methodology
1.3 Research framework
2. Literature review
2.1 Relevant theory about customer satisfaction
2.1.1 SERVQUAL
2.1.2 KANO
2.1.3 CSI
2.2 Relevant theory about value chain
2.2.1 The value chain
2.2.2 The value chain of express enterprise
2.3 The relevant researches on express service and express enterprise customer satisfaction
2.4 The conclusion
3. The present situation of Customer Satisfaction in S Company
3.1 Current situation of express industry in China
3.2 Introduction about S Company and its main services
3.2.1 Introduction about S Company
3.2.2 Introduction of S company's main express product
3.3 Customer Satisfaction status of S company's express business
4. Analysis on customer satisfaction of S Company's express business in Guangzhou
4.1 Selection of index and determination of weight for customer satisfaction evaluation of S Company's express service in Guangzhou
4.1.1 Selection and Quantification of customer satisfaction Index
4.1.2 Setting the weight of customer satisfaction Index
4.2 The design and implementation of the questionnaire for customer satisfaction evaluation
4.3 The data analysis on customer satisfaction of S Company's express businessin Guangzhou
4.3.1 Sample profile analysis
4.3.2 The analysis on reliability and validity of questionnaire
4.3.3 The customer satisfaction on S Company's express business in Guangzhou
4.3.4 The analysis on specific index of customer satisfaction evaluation of S Company's express business in Guangzhou
4.3.5 The analysis on customer satisfaction of different express product of S Company in Guangzhou
4.4 The factors influencing customer satisfaction on S Company's express business in Guangzhou
4.4.1 The higher express freight than other private express enterprises
4.4.2 The less stable service quality of grass-root employees
4.4.3 Low treatment efficiency in packages with problems or claims
5. Improvement suggestion for Customer Satisfaction of the S Company's express service in Guangzhou
5.1 Improving perceived quality of customers for different express service
5.2 Reducing operating costs
5.3 Optimization of the training and incentive mechanism for grass roots staff
5.3.1 Optimization of orientation for grass roots employees
5.3.2 Optimization of performance appraisal for grass roots staff
5.3.3 Optimization of incentive mechanism for grass roots staff
5.4 Improving complaints' handling to express good service will
6. Conclusion and limitation
6.1 Conclusion
6.2 Limitation and prospect
6.2.1 Limitation
6.2.2 Prospect
Bibliography
附录一 快递业务满意度测评指标权重调查表（问卷一）
附录二 S公司广州地区快递业务满意度调查（问卷二）
附录三 访谈问题列表
【参考文献】：
期刊论文
[1]邮政同城快递业务发展研究[J]. 张慧静. 邮政研究. 2018(02)
[2]资本驱动下中国快递企业“走出去”海外拓展策略[J]. 胡延坤. 对外经贸实务. 2017(11)
[3]基于价值链的民营快递企业竞争力评价研究[J]. 梅巧丽. 物流工程与管理. 2017(08)
[4]用户和价值链双视角下的快递企业服务水平提升策略[J]. 李晓涛,陈德良. 企业技术开发. 2017(03)
[5]苏州民营快递的用户满意度调查分析[J]. 范克危,钱婉,张婷,张石卉. 苏州科技学院学报(社会科学版). 2013(02)
[6]快递服务顾客满意度影响因素分析[J]. 李俊娟. 价值工程. 2012(34)
[7]基于顾客满意度的民营快递企业服务竞争力分析[J]. 薛虹,夏晴. 浙江树人大学学报(人文社会科学版). 2012(06)
[8]基于虚拟价值链和价值网的物流价值链构建与管理[J]. 李建丽. 物流技术. 2012(17)
[9]民营快递服务质量评价指标与提升研究[J]. 唐添鎏. 现代商贸工业. 2011(09)
[10]基于服务补救的快递企业服务质量提升研究[J]. 武淑平. 物流技术. 2011(05)
硕士论文
[1]我国快递行业服务质量研究[D]. 李登峰.沈阳大学 2016
[2]AB速运顾客满意度提升研究[D]. 王磊.东华大学 2016
[3]顺丰速运济南分公司顾客满意度测评与对策研究[D]. 尹玉龙.山东财经大学 2016
[4]韵达快递顾客满意度改进研究[D]. 苑庆辉.东华大学 2015
[5]基于价值链的快递企业顾客满意度评价研究[D]. 窦涵.大连交通大学 2015
[6]联邦快递和顺丰速运经营管理比较研究[D]. 刘衍身.黑龙江大学 2015
[7]圆通速递公司客户满意度评价及改善研究[D]. 范昕.福州大学 2014
[8]A快递XX地区分公司提升客户满意度研究[D]. 叶芳.福建师范大学 2014
[9]基于顾客满意的快递企业服务质量评价研究[D]. 李晓霞.南昌大学 2013
[10]快递企业服务质量评价[D]. 胡倩倩.大连交通大学 2013
本文编号：3219409
【文章来源】：广东外语外贸大学广东省
【文章页数】：103 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
1. Introduction
1.1 Research background and significance
1.1.1 Research background
1.1.2 Research significance
1.2 Research methodology
1.3 Research framework
2. Literature review
2.1 Relevant theory about customer satisfaction
2.1.1 SERVQUAL
2.1.2 KANO
2.1.3 CSI
2.2 Relevant theory about value chain
2.2.1 The value chain
2.2.2 The value chain of express enterprise
2.3 The relevant researches on express service and express enterprise customer satisfaction
2.4 The conclusion
3. The present situation of Customer Satisfaction in S Company
3.1 Current situation of express industry in China
3.2 Introduction about S Company and its main services
3.2.1 Introduction about S Company
3.2.2 Introduction of S company's main express product
3.3 Customer Satisfaction status of S company's express business
4. Analysis on customer satisfaction of S Company's express business in Guangzhou
4.1 Selection of index and determination of weight for customer satisfaction evaluation of S Company's express service in Guangzhou
4.1.1 Selection and Quantification of customer satisfaction Index
4.1.2 Setting the weight of customer satisfaction Index
4.2 The design and implementation of the questionnaire for customer satisfaction evaluation
4.3 The data analysis on customer satisfaction of S Company's express businessin Guangzhou
4.3.1 Sample profile analysis
4.3.2 The analysis on reliability and validity of questionnaire
4.3.3 The customer satisfaction on S Company's express business in Guangzhou
4.3.4 The analysis on specific index of customer satisfaction evaluation of S Company's express business in Guangzhou
4.3.5 The analysis on customer satisfaction of different express product of S Company in Guangzhou
4.4 The factors influencing customer satisfaction on S Company's express business in Guangzhou
4.4.1 The higher express freight than other private express enterprises
4.4.2 The less stable service quality of grass-root employees
4.4.3 Low treatment efficiency in packages with problems or claims
5. Improvement suggestion for Customer Satisfaction of the S Company's express service in Guangzhou
5.1 Improving perceived quality of customers for different express service
5.2 Reducing operating costs
5.3 Optimization of the training and incentive mechanism for grass roots staff
5.3.1 Optimization of orientation for grass roots employees
5.3.2 Optimization of performance appraisal for grass roots staff
5.3.3 Optimization of incentive mechanism for grass roots staff
5.4 Improving complaints' handling to express good service will
6. Conclusion and limitation
6.1 Conclusion
6.2 Limitation and prospect
6.2.1 Limitation
6.2.2 Prospect
Bibliography
附录一 快递业务满意度测评指标权重调查表（问卷一）
附录二 S公司广州地区快递业务满意度调查（问卷二）
附录三 访谈问题列表
【参考文献】：
期刊论文
[1]邮政同城快递业务发展研究[J]. 张慧静. 邮政研究. 2018(02)
[2]资本驱动下中国快递企业“走出去”海外拓展策略[J]. 胡延坤. 对外经贸实务. 2017(11)
[3]基于价值链的民营快递企业竞争力评价研究[J]. 梅巧丽. 物流工程与管理. 2017(08)
[4]用户和价值链双视角下的快递企业服务水平提升策略[J]. 李晓涛,陈德良. 企业技术开发. 2017(03)
[5]苏州民营快递的用户满意度调查分析[J]. 范克危,钱婉,张婷,张石卉. 苏州科技学院学报(社会科学版). 2013(02)
[6]快递服务顾客满意度影响因素分析[J]. 李俊娟. 价值工程. 2012(34)
[7]基于顾客满意度的民营快递企业服务竞争力分析[J]. 薛虹,夏晴. 浙江树人大学学报(人文社会科学版). 2012(06)
[8]基于虚拟价值链和价值网的物流价值链构建与管理[J]. 李建丽. 物流技术. 2012(17)
[9]民营快递服务质量评价指标与提升研究[J]. 唐添鎏. 现代商贸工业. 2011(09)
[10]基于服务补救的快递企业服务质量提升研究[J]. 武淑平. 物流技术. 2011(05)
硕士论文
[1]我国快递行业服务质量研究[D]. 李登峰.沈阳大学 2016
[2]AB速运顾客满意度提升研究[D]. 王磊.东华大学 2016
[3]顺丰速运济南分公司顾客满意度测评与对策研究[D]. 尹玉龙.山东财经大学 2016
[4]韵达快递顾客满意度改进研究[D]. 苑庆辉.东华大学 2015
[5]基于价值链的快递企业顾客满意度评价研究[D]. 窦涵.大连交通大学 2015
[6]联邦快递和顺丰速运经营管理比较研究[D]. 刘衍身.黑龙江大学 2015
[7]圆通速递公司客户满意度评价及改善研究[D]. 范昕.福州大学 2014
[8]A快递XX地区分公司提升客户满意度研究[D]. 叶芳.福建师范大学 2014
[9]基于顾客满意的快递企业服务质量评价研究[D]. 李晓霞.南昌大学 2013
[10]快递企业服务质量评价[D]. 胡倩倩.大连交通大学 2013
本文编号：3219409
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