近年來隨著電子商務(wù)的普及以及移動(dòng)智能終端的發(fā)展,我國的網(wǎng)民數(shù)量及網(wǎng)購人數(shù)均不斷增長(zhǎng),以提供門到門服務(wù)為核心業(yè)務(wù)的快遞業(yè),成為網(wǎng)購消費(fèi)繁榮下最具增長(zhǎng)勢(shì)頭的行業(yè)。目前我國快遞市場(chǎng)企業(yè)眾多,EMS、民營快遞企業(yè)以及外資國際快遞云集使得行業(yè)競(jìng)爭(zhēng)日益激烈。作為服務(wù)行業(yè)的一種,只有不斷改進(jìn)服務(wù)質(zhì)量,才能獲得并穩(wěn)定更多的客戶,快遞服務(wù)品質(zhì)也已逐漸成為客戶選擇快遞企業(yè)的重要依據(jù)之一。作為民營快遞企業(yè)的S公司在國家郵政局公布的服務(wù)滿意度得分已連續(xù)幾年來位居前列,然而其在2017年的得分較2016年、2015年及2014年均有所下降,說明用戶對(duì)其快遞服務(wù)質(zhì)量的滿意度降低。同時(shí),其他民營快遞企業(yè)例如中通、韻達(dá)等服務(wù)滿意度近年來在逐漸提高,并與S公司的差距逐漸縮小。所以,S公司有必要提高對(duì)于客戶滿意度的重視。另外,廣州的快遞業(yè)務(wù)量連續(xù)數(shù)年位居全國首列,但是其快遞服務(wù)公眾滿意度得分卻連續(xù)多年低于其他快遞業(yè)務(wù)量較高的城市,說明該城市的快遞服務(wù)質(zhì)量整體不高。因此,本研究選取S公司廣州地區(qū)快遞業(yè)務(wù)滿意度為研究對(duì)象,尋找其滿意度不高背后的原因,進(jìn)行深度分析并給與提升對(duì)策,具有重要的現(xiàn)實(shí)意義。以中國客戶滿意度指數(shù)CCSI... 

【文章來源】：廣東外語外貿(mào)大學(xué)廣東省

【文章頁數(shù)】：103 頁

【學(xué)位級(jí)別】：碩士

【文章目錄】：
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
附錄一 快遞業(yè)務(wù)滿意度測(cè)評(píng)指標(biāo)權(quán)重調(diào)查表（問卷一）
附錄二 S公司廣州地區(qū)快遞業(yè)務(wù)滿意度調(diào)查（問卷二）
附錄三 訪談問題列表


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碩士論文
[1]我國快遞行業(yè)服務(wù)質(zhì)量研究[D]. 李登峰.沈陽大學(xué) 2016
[2]AB速運(yùn)顧客滿意度提升研究[D]. 王磊.東華大學(xué) 2016
[3]順豐速運(yùn)濟(jì)南分公司顧客滿意度測(cè)評(píng)與對(duì)策研究[D]. 尹玉龍.山東財(cái)經(jīng)大學(xué) 2016
[4]韻達(dá)快遞顧客滿意度改進(jìn)研究[D]. 苑慶輝.東華大學(xué) 2015
[5]基于價(jià)值鏈的快遞企業(yè)顧客滿意度評(píng)價(jià)研究[D]. 竇涵.大連交通大學(xué) 2015
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[8]A快遞XX地區(qū)分公司提升客戶滿意度研究[D]. 葉芳.福建師范大學(xué) 2014
[9]基于顧客滿意的快遞企業(yè)服務(wù)質(zhì)量評(píng)價(jià)研究[D]. 李曉霞.南昌大學(xué) 2013
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