A 公司成立伊始，为了切实将公司的管理理念落到实处，创立物流公司的服务品
牌，落实“专家型代理、人性化服务”的代理准则，以提升客户服务质量为目标的各项
工作在系统内全面展开。其中，以“A 公司 TCSS 完全客户满意度调查和测评”的开发
和实施作为客户服务重点工作率先推出。经历了数年的发展演变，客户满意度项目逐
渐形成了以客户满意度调查与测评为核心的服务管理体系。通过先进的指数模型，结
合 PLS-SEM 偏最小二乘结构方程模型的度量方法，以数据分析建模能力作为支持，
帮助企业持续改进。TCSS 解决了众多企业针对客户满意度调查不科学、不规范、不
严谨和未借助 IT 化信息系统的力量挖掘客户调查数据的价值等诸多质量管理的问
题。系统学习并实施过 TCSS 完全客户满意度调查和测评后，A 公司的员工在遇到客
户满意度与企业利益发生冲突时，就会形成“以客户为中心”的思考模式，并在落实经
营理念、细化管理思路、创立服务品牌、提高全系统的服务质量上，产生了长远的积
极影响
基于上述考虑，本文的研究主要从 A 公司 TCSS 测评体系，UCSI 指数模型和六
维路径分析等方面，研究了 TCSS 完全客户满意度调查和测评的方法，包括测评依据、
测评工具，测评路径和详尽的执行情况，并以公司工程业务板块作为典型案例，通过
具体的数据和图表进行了深入的剖析。以实际数据的统计结合全系统近三年的数据指
数比对分析，重点而详细地阐述了 TCSS 在 A 公司业务层面、战略层面的应用
作为客户关系管理的一个有机组成部分，TCSS 从 2000 年至今，在 A 公司已经
运行了 15 年。它的开展与实施，有效地提高了 A 公司的客户满意度和忠诚度。经过
数年的实践证明，TCSS 所做的项目设计和调查测评方法不仅对 A 公司的质量管理和
服务持续改进提供了科学系统可操作的管理方式，收获了非常好的效果，同时也具有
在其他企业和业务领域普遍应用的普及价值
关键词：物流 客户服务 客户满意度 调查 测评首都经济贸易大学硕士学位论文 A 公司 TCSS 完全客户满意度调查与测评
第 5 页 共 72 页
Abstract
A enterprise is a modern logistics enterprise, which is the largest Sino foreign joint
venture third party logistics enterprise in China. It belongs to China&39;s largest and the
world&39;s second largest shipping company A group. As a pillar industry of A group, A
enterprise has always been committed to be the best logistics service providers and
shipping agents, adhering to the customer firstphilosophy and takes the strategy,
enterprise benefit and continuous improvement as the guidance to proceed the totally
customer satisfaction management to the customers, employees and cooperative partner. A
enterprise committe to providing domestic and foreign customers with modern logistics
services. With the economic globalization and the gradual opening of the market, the
logistics market competition becomes increasingly fierce. Customer satisfaction has
become a matter of cardinal significance for enterprises.
Founded at the beginning, in order to effectively implement solid actions of A
enterprise’s management philosophy and create service brand of logistics company, to
implementation theexpert agent and humanized service agency standards, A series of
work with the aim of improving customer service quality developed in a comprehensive
way. The development and implementation of the A enterprise&39;s Totally Customer
Satisfactions Solution(TCSS)investigation and evaluation is the first one to launch as the
focus of customer service among others. After several years of development and evolution,
TCSS project has gradually formed a service management system with customer
satisfaction investigation and evaluation as the core. Through the advanced index model,
combined with the PLS-SEM(partial least squares-structural equation model) measurement
and data analysis and modeling capabilities as a support,to help enterprises to continuous
improve. TCSS has solved many problems of quality management in many enterprises,
such as unscientific, non-standard, not rigorous and not using the power of IT information
system to explore the value of customer survey data. After a systematic learning of TCSS
investigation and evaluation, A enterprise’s employees will form acustomer-centric
thought pattern when they face the conflicting circumstances between the customer
satisfaction and the business interests. It will also produce the positive long-term effect in
the implementation of management concept, management ideas, refine creation of brand
service and improve the system for service quality.
On the basis of above considerations, this thesis is focused on researching from the
TCSS evaluation system of A enterprise, the UCSI index model and six dimensional path
analysis, method of TCSS customer satisfaction survey and evaluation, including
evaluation, assessment tools, evaluation and detailed implementation of the path, and the
engineering business sector as a typical case, through the concrete the data and charts are
analyzed deeply. Based on the statistical analysis of the actual data and the data analysis of
the whole system in the past three years, the thesis focus on the application of TCSS in the
business and strategic level of A enterprise.
As an integral part of CRM(customer relationship management), TCSS has been up in
A enterprise for 15 years since 2000. Its development and implementation, effectively
improve the A enterprise’s customer satisfaction and loyalty. After several years of
practice,it proved that TCSS made the project design and the investigation method not only首都经济贸易大学硕士学位论文 A 公司 TCSS 完全客户满意度调查与测评
第 6 页 共 72 页
on the quality management of A enterprise and the continuous improvement of service
system,which can provide the scientific operation management, gain very good results, but
also gives the other enterprises and business areas an universal value.
Key words: Logistics; Customer Service; Customer Satisfaction; Investigation;
Evaluation首都经济贸易大学硕士学位论文 A 公司 TCSS 完全客户满意度调查与测评
第 7 页 共 72 页
目录
中文摘要 ...4
Abstract...... 5
目录...........7
1 绪论 ..... 9
1.1 研究背景与意义 .......... 9
1.1.1 A 公司概况........ 9
1.1.2 研究背景 ........... 9
1.1.3 研究意义 ......... 10
1.2 研究内容与方法 .........
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