本文選題：快遞業(yè)　切入點(diǎn)：顧客滿意度　出處：《福建師范大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：當(dāng)今世界,隨著全球經(jīng)濟(jì)一體化的發(fā)展,商業(yè)之間的競(jìng)爭(zhēng)呈現(xiàn)白熱化,總的來說,世界商品供過于求。加之購買者的購買行為愈發(fā)理性化,使得企業(yè)之間的競(jìng)爭(zhēng)已經(jīng)從產(chǎn)品競(jìng)爭(zhēng)轉(zhuǎn)變?yōu)閷?duì)顧客的競(jìng)爭(zhēng)。顧客對(duì)于企業(yè)的競(jìng)爭(zhēng)起著至關(guān)重要的作用�？v觀三大產(chǎn)業(yè),第三產(chǎn)業(yè)對(duì)顧客的關(guān)注程度最為明顯。 由于需求構(gòu)成了市場(chǎng),也構(gòu)成了物流企業(yè)的獲利潛力,而在市場(chǎng)上需求活動(dòng)的最佳狀態(tài)是滿意,因此客戶滿意就是物流企業(yè)效益的源泉,而客戶滿意度管理就成為快遞公司管理的中心和根本出發(fā)點(diǎn)。顧客滿意度管理是一項(xiàng)綜合性的高層次、高技巧的管理,顧客滿意度管理不僅涉及到企業(yè)的運(yùn)作行為、運(yùn)作效果,也涉及企業(yè)的理念和企業(yè)的綜合形象。顧客滿意度不僅涉及到產(chǎn)品和服務(wù)的提供、營銷等環(huán)節(jié),還涉及企業(yè)的文化層面。 本文研究以A快遞XX地區(qū)分公司為研究對(duì)象,通過對(duì)顧客進(jìn)行問卷調(diào)查,對(duì)該公司顧客滿意度進(jìn)行比較分析,探索進(jìn)一步提高顧客滿意度的路徑與措施。論文主要包括以下內(nèi)容：第一章主要是闡述顧客滿意度測(cè)評(píng)評(píng)測(cè)工具及理論模型,其中包含了對(duì)顧客滿意度的部分相關(guān)理論、模型及評(píng)測(cè)方法的介紹。第二章通過對(duì)快遞發(fā)展的歷史和我國快遞的目前現(xiàn)狀的闡述,發(fā)現(xiàn)目前在我國快遞中出現(xiàn)的問題,同時(shí)對(duì)A快遞公司情況進(jìn)行了概述,對(duì)A快遞公司的特點(diǎn)和售后及滿意度現(xiàn)狀進(jìn)行了詳細(xì)的分析。論文的第三章首先是對(duì)理論模型的構(gòu)建進(jìn)行了詳細(xì)的介紹說明,闡述了相關(guān)指標(biāo)權(quán)重的確定和模糊評(píng)價(jià)的結(jié)果分析。并通過問卷調(diào)查來了解A快遞公司在xx地區(qū)分公司顧客滿意度的現(xiàn)狀,最后對(duì)數(shù)據(jù)進(jìn)行整理分析,得到結(jié)果。第四章對(duì)提升A快遞xx地區(qū)分公司顧客滿意度的路徑與措施提出了相關(guān)建議,在根據(jù)評(píng)價(jià)結(jié)果找出存在的問題的基礎(chǔ)上,提出了以提升公眾形象、把握客戶需求、加強(qiáng)自身公司建設(shè)和增值特色服務(wù)產(chǎn)品為主要方法的四個(gè)方面的對(duì)策。第五章對(duì)全文進(jìn)行總結(jié)。 此外,A快遞系統(tǒng)的長處,本文也做了描述,希望對(duì)物流企業(yè)有所幫助。但因?yàn)楸救四芰τ邢?調(diào)查研究時(shí)難免帶上個(gè)人觀點(diǎn),使得結(jié)論有一定偏頗,因此希望廣大研究者能夠進(jìn)一步研究,深入研究。
[Abstract]:In today's world, with the development of global economic integration, competition between businesses is becoming more intense. In general, the world commodity supply exceeds demand. In addition, buyers' purchase behavior is becoming more rational. The competition between enterprises has changed from product competition to customer competition. Customers play an important role in the competition of enterprises. Throughout the three industries, the tertiary industry pays most attention to customers. Since demand constitutes the market and the profit potential of logistics enterprises, the best state of demand activities in the market is satisfaction, so customer satisfaction is the source of logistics enterprise benefit. Customer satisfaction management is the center and fundamental starting point of express delivery company management. Customer satisfaction management is a comprehensive high-level, high-level management, customer satisfaction management is not only related to the operational behavior of enterprises, operational effects, Customer satisfaction not only involves the provision of products and services, marketing and other links, but also involves the corporate culture. This paper takes XX branch of A express as the research object, carries on the questionnaire survey to the customer, carries on the comparative analysis to the customer satisfaction of the company, The thesis mainly includes the following contents: the first chapter is mainly about the evaluation tools and theoretical models of customer satisfaction, which includes some related theories of customer satisfaction. The second chapter introduces the history of express delivery development and the present situation of express delivery in China, finds out the problems in express delivery in our country, and summarizes the situation of A express delivery company. The characteristics of A express company and the present situation of after-sales and satisfaction are analyzed in detail. The third chapter introduces the construction of the theoretical model in detail. This paper expounds the determination of relevant index weights and the analysis of the results of fuzzy evaluation, and through the questionnaire survey to understand the customer satisfaction of A express company in xx regional branch, finally collates and analyzes the data. Chapter 4th puts forward some suggestions on the ways and measures to improve customer satisfaction of A express xx regional branch. On the basis of finding out the existing problems according to the evaluation results, the paper puts forward some suggestions to enhance the public image and grasp the customer demand. The four countermeasures of strengthening the construction of our own company and the value-added characteristic service product are summarized in Chapter 5th. In addition, the strengths of the delivery system are also described in this paper, in the hope that it will be helpful to logistics enterprises. However, due to their limited ability, it is inevitable to bring personal views to the investigation and study, which makes the conclusion somewhat biased. Therefore, I hope that the majority of researchers can further study, in-depth research.
【學(xué)位授予單位】：福建師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F259.23;F274

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本文編號(hào)：1566974