本文旨在研究新乡市快递企业服务的顾客满意度情况，涉及顾客常用的多家快递企
业，以问卷调查的方式了解顾客最常用的快递企业的服务状况，得到快递用户最真实的
反馈信息，并通过对新乡市快递企业服务的顾客满意度影响因素的深入分析，得出各关
键因素对顾客满意度的影响权重，之后运用四分图模型找出新乡市快递企业服务中普遍
需要改进的具体指标，提出针对性的建议以期指导投诉率较高的快递企业改善服务水
平，提升顾客满意度
本文借鉴国内外成熟量表，并对现有文献的相关指标进行梳理与整合，新增部分维
度与指标，做到有理有据。问卷根据具体指标设计，经过预测试与反复修改，在新乡市
四辖区发放，运用SPSS19.0对收回的数据进行检验与分析。研究结果显示，在新乡市快
递企业服务顾客满意度的研究中，总体满意度值偏低，新乡市快递服务水平还亟待提高
服务的有形性、便利性、安全性、时效性、保证性、移情性都会对顾客满意度发挥正向
效应，其中时效性和便利性对其影响最大，有形性对其影响最小。最后根据重要度与满
意度四分图模型找出具体有待改进的指标，并提出相应的改进对策
关键词：新乡市，快递服务顾客满意度，四分图模型IIIII
ABSTRACT
In recent years, The thriving of China's E-commerce has brought prosperity opportunity to the
express industry, however, the quality of service has not been synchronized lifting with the rapid
development of the express industry, many express companies' service levels have been showing a lag
relative to the entire pace of development of express industry. China Standardization Institute released the
results ofannual customer satisfaction survey involving a total of 32 industries in China, express
service satisfaction index was 73.91,which has a decline trend. Therefore, keeping abreast of customer
satisfaction and grasping the main factors affecting customer satisfaction is significant to improve the
level of express service.
The purpose of this paper is to research the customer satisfaction of express enterprise in
Xinxiang City, involving customers commonly used many Courier companies, in the form of a
questionnaire survey to understand the status of the express enterprise service that customer the most
commonly used. To get the most honest feedback information from express users, and through in-depth
analysis of the influence factors of customer satisfaction of Xinxiang City express service, obtain effect
weight of the key factors of customer satisfaction, using four quadrant model to identify the specific
indicators of Xinxiang City express service enterprises in general need to be improved, Giving suggestions
to guide the complaint rate higher express company to improve its service level, improve customer
satisfaction and customer loyalty.
In this paper, we learn from the mature scales, and related indicators of the existing literature to
sort and integrate, adding some dimensions and metrics, so that well-founded. Questionnaire according to
the specific indicators of design, through the pretest and repeated modification, in Xinxiang City, four area,
using SPSS19.0 on the recovery of the data for testing and analysis. Research results show that, in the study
of Xinxiang express service customer satisfaction, overall satisfaction value is low, Xinxiang express
service level also needs to be improved. Service tangible, convenience, safety, timeliness, ensure and
empathy will exert positive effect on customer satisfaction, the timeliness and convenience of the greatest
impact, visible on the minimal impact. Finally, identify the specific areas for improvement indicators andIV
the corresponding improvement measures according to the degree of importance and satisfaction quarter
graph model.
KEY WORDS: Xinxiang City, Express service customer satisfaction, Four-scenarios ModelV
目 录
摘 要.......I
ABSTRACT ..... III
目 录.....V
第一章 绪论......1
1.1 选题背景与研究意义..... 1
1.1.1 选题背景...... 1
1.1.2 研究意义...... 1
1.2 研究思路. 2
1.3 研究内容. 2
1.4 研究方法. 3
1.5 技术路线. 3
1.6 可能的创新点..... 4
第二章 理论回顾..........5
2.1 顾客满意相关理论......... 5
2.1.1 顾客满意...... 5
2.1.2 顾客满意度影响因素.......... 6
2.1.3 顾客满意度相关模型.......... 9
2.2 快递服务顾客满意度相关理论........... 12
2.2.1 快递服务相关概念 12
2.2.2 快递服务的顾客满意度相关研究 13
第三章 新乡市快递企业服务的顾客满意度测评指标体系构建....17
3.1 新乡市快递服务现状... 17
3.1.1 新乡市基本情况介绍........ 17
3.1.2 新乡市快递企业发展现状 17
3.1.3 新乡市快递企业服务中存在的问题........ 18
3.2 指标设计原则... 19
3.3 构建模型........... 19VI
3.4 新乡市快递企业服务的顾客满意度测评体系构建... 20
3.4.1快递服务感知质量量表...... 20
3.4.2 新乡市快递企业服务的顾客满意度测评指标体系构建 24
第四章 新乡市快递企业服务顾客满意度的实证研究........27
4.1 新乡市快递用户满意度问卷的设计与发放... 27
4.2 新乡市快递用户及使用情况的描述性统计... 27
4.3 信度和效度分析........... 30
4.3.1 新乡市快递企业服务顾客满意度的信度分析.... 30
4.3.2 新乡市快递企业服务顾客满意度的效度分析.... 34
4.4 新乡市快递企业的服务感知质量因子分析... 35
4.5 感知质量各因子满意度的测量........... 41
4.5.1 确定顾客满意度的测评指标权重 41
4.5.2 计算感知质量各因子满意度........ 43
4.6 相关分析........... 44
4.7 新乡市快递企业服务顾客满意度的多元回归........... 47
4.8 顾客满意度各指标的重要性-满意度四分图分析...... 49
4.8.1 重要性-满意度四分图模型........... 49
4.8.2 顾客满意度各指标四分图分析.... 51
第五章 结论与展望....55
5.1 新乡市快递企业服务的顾客满意度研究结论........... 55
5.1.1 确立新乡市快递企业服务的顾客满意度测评指标体系 55
5.1.2 新乡市快递企业服务的顾客满意度情况 56
5.1.3 相关关系的确定.... 57
5.2 提升新乡市快递企业服务的顾客满意度的相关建议........... 57
5.2.1 修补区各指标的满意度提升建议 57
5.2.2 优势区各指标的满意度提升建议 60
5.2.3 机会区各指标的满意度提升建议 61
5.3 研究不足与展望........... 61
参考文献..........63VII
致谢......67
攻读学位期间发表的学术论文目录..69
附录......71
独创性声明......75
关于论文使用授权的说明......751
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