【摘要】：隨著互聯(lián)網(wǎng)技術(shù)的高速發(fā)展,眾多網(wǎng)絡(luò)購(gòu)物平臺(tái)的涌現(xiàn),以及居民生活水平的提高,網(wǎng)上購(gòu)物已成為一種時(shí)尚潮流,伴隨而來(lái)的是以此獲得豐厚利潤(rùn)的快遞公司的迅速發(fā)展,同時(shí)帶來(lái)的是行業(yè)間的激烈競(jìng)爭(zhēng),快遞公司為了滿足顧客需求贏得市場(chǎng)同時(shí)又獲得利潤(rùn),必須不斷提高服務(wù)水平和服務(wù)質(zhì)量,以提升顧客的滿意度和認(rèn)可度。目前國(guó)內(nèi)快遞公司眾多,對(duì)快遞公司競(jìng)爭(zhēng)力以及顧客滿意度研究的文章也很多,本文是在閱讀了國(guó)內(nèi)外大量文獻(xiàn)和著作的基礎(chǔ)上,利用可拓學(xué)中的優(yōu)度評(píng)價(jià)法對(duì)影響顧客滿意度的評(píng)價(jià)指標(biāo)進(jìn)行深入研究,以確定快遞公司的市場(chǎng)競(jìng)爭(zhēng)力水平,旨在幫助快遞公司獲得顧客滿意和信任為顧客提供更加便利、快捷的服務(wù),優(yōu)化快遞行業(yè)運(yùn)營(yíng)環(huán)境,促進(jìn)我國(guó)快遞公司的健康成長(zhǎng)和快速發(fā)展。本文主要采用可拓學(xué)中的優(yōu)度評(píng)價(jià)法,同時(shí)融入問卷調(diào)查法、層次分析法等其他研究方法,對(duì)建立的顧客滿意度評(píng)價(jià)指標(biāo)進(jìn)行分析研究。首先闡述快遞的特征、快遞公司服務(wù)質(zhì)量度量因素、顧客滿意度影響因素;其次建立與之相應(yīng)的顧客滿意度評(píng)價(jià)指標(biāo),利用評(píng)價(jià)指標(biāo)設(shè)計(jì)與之對(duì)應(yīng)的問卷調(diào)查表,通過(guò)問卷調(diào)查獲得相應(yīng)的數(shù)據(jù),并對(duì)數(shù)據(jù)進(jìn)行整理和計(jì)算;然后利用優(yōu)度評(píng)價(jià)法建立物元模型,利用層次分析法確定評(píng)價(jià)指標(biāo)權(quán)重,建立關(guān)聯(lián)函數(shù)計(jì)算關(guān)聯(lián)度,將關(guān)聯(lián)度規(guī)范化后再計(jì)算出每個(gè)評(píng)價(jià)指標(biāo)的優(yōu)度,根據(jù)優(yōu)度值大小可以對(duì)快遞公司的競(jìng)爭(zhēng)力進(jìn)行排序,進(jìn)而確定快遞公司的顧客滿意度水平;最后為快遞公司提供合理化建議,為快遞公司進(jìn)一步規(guī)范化運(yùn)作、長(zhǎng)遠(yuǎn)化發(fā)展和提升顧客滿意度提供參考依據(jù)。
[Abstract]:With the rapid development of Internet technology, the emergence of many online shopping platforms, and the improvement of residents' living standards, online shopping has become a fashion trend, accompanied by the rapid development of express delivery companies with huge profits. At the same time, it brings fierce competition among industries. In order to meet the needs of customers and win the market at the same time, express delivery companies must constantly improve the level of service and service quality, in order to improve customer satisfaction and recognition. At present, there are many domestic express companies, and there are many articles on the competitiveness and customer satisfaction of express companies. This paper is on the basis of reading a large number of literature and works at home and abroad. In order to determine the level of market competitiveness of express companies, the evaluation index affecting customer satisfaction is deeply studied by using the evaluation method of excellence in extension science, in order to help express companies obtain customer satisfaction and trust to provide customers with more convenience. Fast service, optimize the operating environment of express industry, promote the healthy growth and rapid development of express companies in China. This paper mainly uses the optimization evaluation method in extension science, and integrates the questionnaire survey method, analytic hierarchy process (AHP) and other research methods to analyze and study the established customer satisfaction evaluation index. First of all, it expounds the characteristics of express delivery, the measurement factors of service quality of express delivery company, and the influencing factors of customer satisfaction. Secondly, the corresponding customer satisfaction evaluation index is established, and the corresponding questionnaire is designed by using the evaluation index, and the corresponding data are obtained through the questionnaire survey, and the data are sorted out and calculated. Then the matter-element model is established by using the optimization evaluation method, the weight of the evaluation index is determined by the analytic hierarchy process (AHP), the correlation function is established to calculate the correlation degree, and then the optimization degree of each evaluation index is calculated after the correlation degree is standardized. According to the size of the excellent value, the competitiveness of the express company can be sorted, and then the customer satisfaction level of the express company can be determined. Finally, it provides reasonable suggestions for express companies, and provides reference for further standardized operation, long-term development and improvement of customer satisfaction.
【學(xué)位授予單位】：山東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F259.23;F274

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本文編號(hào)：2494293