论文分析了晨希快递公司的发展现状、经营中存在的问题和顾
客满意度现状,借鉴中国顾客满意度指数模型(CCSI),建立了晨
希快递公司的快递服务顾客满意度测评指标体系;在此基础上设计
了顾客满意度的调查问卷并进行问卷调查,通过对调查数据的分析
整理计算出公司各项指标的顾客满意度,并运用KANO模型和四分
图模型进行分析,指出了公司需要重点改善的顾客满意度关键影响
因素;论文最后为晨希快递公司给出了提高顾客满意度的措施和建
议。
关键词:快递服务,顾客满意度,CCSI模型
ABSTRACT
With the rapid economic development of China, our express
delivery industry has become the fastest growing business and the
greatest potential for development. At the same time the market
competition is so sharp that some disorderly competition have appeared.
The only comprehensive analysis of their business situation is the
feedback from the customers: knowing the company's satisfaction with
service, finding ways to improve the company's customer satisfaction so
that the company can adjust the business strategy and promoting
enterprise service quality at the management level. This way the
company wins the customer satisfaction and in extension their loyalty.
Only through this way can the company stand firm against intense
competition and grow.
This thesis analyzes the current situation of the development of Chen
Xi Express Company, the existing problems in the management and the
status of customer satisfaction. The company should improve the
customer satisfaction, which could gain much more loyal customers and
consolidate the status of it and keep the competitive advantages.
According to the Chinese customer satisfaction index model (CCSI), the
thesis established the express service customer satisfaction assessment
index system based on the design of the customer satisfaction
questionnaire and the questionnaire survey. Through the analysis of
investigation data sorting, the company customer satisfaction is
calculated. Additionally the KANO model and quartile graph model
analysis, pointing out the key factors companies need to focus on
improving customer satisfaction. Finally, the thesis provides the
measures and suggestions for improving customer satisfaction for Chen
Xi Express Company.
Key words: Express Service; Customer Satisfaction; CCSI Model
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