國際快遞公司服務滿意度調查及其提升策略實證研究
發(fā)布時間：2019-06-17 19:57
【摘要】：隨著全球化一體化的發(fā)展和經(jīng)濟的增長,當今快遞行業(yè)競爭越來越激烈。起初全球四大快遞引領行業(yè)發(fā)展,目前隨著快遞市場行業(yè)的準入放開,越來越多企業(yè)加入到快遞行業(yè)大軍中,形成百家爭鳴的態(tài)勢,特別是互聯(lián)網(wǎng)技術的發(fā)展和電子商務的日益成熟,消費者對快遞業(yè)務的需求也日益增長。特別是中國、印度、南非、巴西、俄羅斯等市場的增長與需求遠遠高于一些歐美發(fā)達國家。與此同時,隨著居民消費價格指數(shù)的不斷增長,全球勞動力的工資也不斷增加,人力成本不斷增加,國際快遞行業(yè)在很大程度上依賴勞動力,是以人力為支撐的行業(yè),這意味著該行業(yè)的利潤進一步被壓縮。在網(wǎng)絡高度發(fā)達的今天,客戶對服務的要求也越來越高,快遞行業(yè)必須能夠隨時反饋包裹的實時狀態(tài)以便客戶跟蹤查詢,并將貨物安全快速的送達客戶手中,這就要求投入更多的IT構建、物流網(wǎng)絡的規(guī)劃以及人力的培訓成本來提高顧客的滿意度�？爝f公司實現(xiàn)基本的功能以后,就會力求滿足客戶高層次個性化的需求,更會關注客戶深層次的主觀感受。因為目前國際快遞的轉運時間、轉運費用、安全性可靠性等已經(jīng)基本趨于同質化,不盲目打價格戰(zhàn),將主要精力用在運輸網(wǎng)絡的優(yōu)化,進一步提升客戶服務滿意度,提升用戶體驗,系統(tǒng)升級,超出客戶預期,從而提高顧客忠誠度,提高市場份額,增加營收利潤是國際快遞行業(yè)追求的目標。以TNT國際快遞公司為案例進行是實證研究,結合目前公司發(fā)展現(xiàn)狀,運用多種手段進行客戶滿意度調查,并對調查情況與數(shù)據(jù)運用定性與定量分析,從而找出客戶管理與業(yè)務中存在的問題與不足,進而提出改進建議以及解決方案。本文研究的方法和結果以及提升客戶體驗的觀點與經(jīng)營理念可以作為該行業(yè)的參考,也可以應用到更多的行業(yè)中作為借鑒,具有較強的現(xiàn)實意義與可操作性。
[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.
【學位授予單位】：天津大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F259.1
本文編號：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.
【學位授予單位】：天津大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F259.1
【引證文獻】
相關期刊論文 前1條
1 李曉濤;陳德良;;用戶和價值鏈雙視角下的快遞企業(yè)服務水平提升策略[J];企業(yè)技術開發(fā);2017年03期
，本文編號：2501226
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