从理论和实践两个方面对韵达快运顾客满意度测评进行了分析和探讨。先对当前顾客满意理论和快递公司顾客满意度方面的研究进行了系统的梳理和分析。然后，从系统的角度构造了顾客满意度评价系统，构建了适合快递公司的顾客满意度测评模型，并以此为基础建立了评价指标体系，对收集的数据进行分析处理，得出现阶段韵达快运公司的顾客满意度现状。

对得出的结论进行比较分析，找出影响现阶段韵达快递公司顾客满意度趋于一般的原因并给出相应的改进措施。

关键字：韵达快运；顾客满意度；顾客忠诚度；模糊综合评价法

Abstract:Express company customer satisfaction assessment around, from two aspects of theory and practice, express company customer satisfaction assessment were analyzed and discussed. First to the customer satisfaction, customer satisfaction and express company theory, the research and analysis of the system. Then, from the point of view of system structure for customer satisfaction, constructing the evaluation system for express company customer satisfaction assessment model is built, and the evaluation index system for mobile phones, the data analysis, this YunDa express company customer satisfaction.
The conclusion of comparison and analysis, the influence YunDa express company customer satisfaction at the reason and gives tends to general corresponding improvement measure.
Key words: YunDa express, Customer satisfaction, Customer loyalty, Fuzzy comprehensive evaluation method

目录
1绪论 2
1.1论文研究背景及意义 2
1.2国内外研究现状 2
1.3论文研究思路 5
1.4论文研究方法 6
2快递发展现状分析 7
2.1快递发展历程 7
2.2公司简介 8
3顾客满意度 11
3.1顾客满意度定义 11
3.2顾客满意度理论 13
4.理论模型的构建 15
4.1理论模型的构建 15
4.2定量研究设计 22
5结论及其改进办法 29
5.1结论 29
5.2改进办法 30
致谢 31
参考文献 32
附录 34