【摘要】：我國(guó)快遞企業(yè)正處于蓬勃發(fā)展時(shí)期,是當(dāng)前經(jīng)濟(jì)增長(zhǎng)最快的領(lǐng)域之一,每年都保持較高的發(fā)展態(tài)勢(shì)。數(shù)據(jù)顯示,2014年我國(guó)快遞業(yè)務(wù)量更是實(shí)現(xiàn)同比增長(zhǎng)超過(guò)50%,業(yè)務(wù)收入增長(zhǎng)超過(guò)40%。但快速增長(zhǎng)的快遞業(yè)仍不能滿足經(jīng)濟(jì)發(fā)展需要,快遞業(yè)市場(chǎng)增長(zhǎng)空間仍然巨大。且隨著網(wǎng)絡(luò)購(gòu)物的興起,快遞業(yè)也已成為支撐網(wǎng)絡(luò)購(gòu)物發(fā)展的基礎(chǔ)行業(yè)。但隨著部分快遞企業(yè)的野蠻生長(zhǎng),從業(yè)人員流動(dòng)性大,人員素質(zhì)參差不齊,快遞服務(wù)質(zhì)量難以保證,使得關(guān)于快遞服務(wù)的投訴時(shí)有發(fā)生,致使快遞服務(wù)顧客滿意度水平一直不高。隨著快遞業(yè)競(jìng)爭(zhēng)的加劇,快遞企業(yè)必須不斷提高服務(wù)質(zhì)量,提高顧客滿意度。筆者通過(guò)對(duì)現(xiàn)有文獻(xiàn)的整理發(fā)現(xiàn),現(xiàn)有快遞服務(wù)顧客滿意度的研究不乏,但未有從價(jià)值鏈視角對(duì)快遞服務(wù)的顧客滿意度進(jìn)行研究。本文認(rèn)為基于價(jià)值鏈角度對(duì)快遞企業(yè)顧客滿意度進(jìn)行分析研究具有重要的實(shí)踐指導(dǎo)意義。本研究在對(duì)價(jià)值鏈理論與顧客滿意度現(xiàn)有相關(guān)文獻(xiàn)及理論進(jìn)行回顧的基礎(chǔ)上,分析快遞企業(yè)價(jià)值鏈基本活動(dòng)內(nèi)容,并以快遞企業(yè)業(yè)務(wù)價(jià)值鏈內(nèi)容與服務(wù)質(zhì)量測(cè)量量表分析為基礎(chǔ),構(gòu)建了包含5個(gè)一級(jí)指標(biāo),12個(gè)二級(jí)指標(biāo),43個(gè)測(cè)量題項(xiàng)的快遞企業(yè)顧客滿意度評(píng)價(jià)指標(biāo)體系。在此基礎(chǔ)上設(shè)計(jì)A快遞企業(yè)顧客滿意度調(diào)查問(wèn)卷并整理分析問(wèn)卷調(diào)查數(shù)據(jù),計(jì)算出A快遞企業(yè)顧客滿意度,并借鑒KANO模型和四分圖矩陣對(duì)其服務(wù)滿意度與重要度進(jìn)行差異分析,找出A快遞企業(yè)提升顧客滿意的關(guān)鍵因素,并提出提升顧客滿意度的相應(yīng)措施。
[Abstract]:China's express delivery enterprises are in a period of vigorous development, which is one of the fastest growing areas of economy, and maintains a high development trend every year. Data show that in 2014, China's express delivery business volume is more than 50% year-on-year growth, business revenue growth is more than 40. However, the rapid growth of express delivery industry still can not meet the needs of economic development, express industry market growth space is still huge. With the rise of online shopping, express delivery industry has become the basic industry to support the development of online shopping. However, with the barbaric growth of some express delivery enterprises, the employees are highly mobile, the quality of personnel is uneven, and the quality of express service is difficult to guarantee, which makes complaints about express service happen from time to time. As a result, express service customer satisfaction level has not been high. With the aggravation of competition in express delivery industry, express delivery enterprises must continuously improve service quality and customer satisfaction. The author finds that there is no lack of research on customer satisfaction of express service, but the customer satisfaction of express service is not studied from the perspective of value chain. This paper believes that the analysis and research on customer satisfaction of express delivery enterprises based on value chain is of great practical significance. On the basis of reviewing the existing literature and theories of value chain theory and customer satisfaction, this study analyzes the basic activities of the value chain of express delivery enterprises. Based on the analysis of the business value chain content and service quality measurement scale of express delivery enterprises, the evaluation index system of customer satisfaction of express delivery enterprises is constructed, which includes 5 first-grade indexes, 12 second-level indexes and 43 measurement items. On this basis, the customer satisfaction questionnaire of A express company is designed and the questionnaire data are analyzed, and the customer satisfaction degree of A express enterprise is calculated, and the difference between service satisfaction and importance is analyzed by using KANO model and quadrilateral graph matrix. To find out the key factors to improve customer satisfaction in A express company, and put forward the corresponding measures to improve customer satisfaction.
【學(xué)位授予單位】：大連交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F274;F259.23

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本文編號(hào)：2378657