快递服务业客户满意度调查研究

目录

摘要 (1)

Abstract (2)

第一章绪论 (3)

1.1研究背景 (3)

1.2研究意义 (4)

1.3主要研究内容和框架 (5)

第二章文献综述 (5)

2.1 快递服务业顾客满意度的内涵 (5)

2.2 快递服务业顾客满意度提升的现状 (6)

2.3 快递服务业顾客满意度提升的策略 (7)

2.4快递服务业顾客满意度提升策略研究综述 (7)

2.5 综述小结 (7)

第三章研究方法 (8)

3.1 研究方法 (8)

（1）文献研究法 (8)

（2）案例分析法 (8)

（3）比较分析法 (8)

第四章我国在快递服务业顾客满意度存在的问题 (8)

3.1快递的运输速度无法保证 (8)

3.2“暴力分拣”时有发生 (9)

3.3派件人员服务态度有待改善 (10)

3.4快递下单的方便性不足 (10)

3.5快递的费用合理性不足 (11)

第五章我国如何提升快递服务业顾客满意度分析 (12)

4.1提高快递运输效率 (12)

4.2保证运输物件的完整无损 (14)

4.3改善基层派件人员服务态度 (15)

4.4改善快递下单途径 (17)

4.5制定合理地费用标准 (18)

第六章案例分析 (19)

5.1 案例介绍 (19)

5.2 案例分析 (20)

第七章结论与展望 (22)

6.1 结论 (22)

6.2 展望 (23)

参考文献 (24)

致谢 (24)

快递服务业客户满意度调查研究

摘要

当前快递服务业对顾客的满意度十分重视，所以很多快递服务业开始对客户的满意度进行调查研究。并且，希望针对快递服务业的发展现状，找出影响顾客满意度我原因进行分析。本项研究主要就是以当前快递服务业发展的状况，对快递服务业影响顾客满意度的问题进行分析探讨，并且针对问题提出了相应的解决对策，希望能够为今后快递服务业提高客户的满意度提供可行的策略和建议。

第一章，绪论部分主要是提供了当前快递业发展的研究背景以及研究意义，为本项的研究，提供一个研究的内容和框架，保证研究内容的充实以及价值。

第二章，文献综述，主要是在此部分中分析快递服务业顾客满意度的内涵以及提升的现状和提升的策略，以及整体的研究综述。通过对他人文献的分析，对其他文献进行综述进行研究，为本文快递服务业客户满意度的研究打下基础。

第三章是研究方法的介绍。

第四章主要分析的就是我国在快递服务业顾客满意度方面所存在的问题，主要包括快递的运输速度无法保证，快递发生“暴力分拣”事件，派件人员服务态度有待改善，快递下单的方便性和快递的费用合理性不足等方面进行分析和研究，找出造成这些问题的原因。

第五章是针对我前面提到的快递服务业所存在的问题，针对性地提出改进措施，包括提高快递运输效率，保证运输物件的完整无损，改善基层派件人员的服务态度，改善快递下单途径，制定合理的费用标准。

第六章是以韵达快递为案例进行案例分析，首先对韵达快递对客户满意度提升进行介绍，然后对其进行分析。

第七章是整项研究的一个结论和前景展望。

关键词：快递服务业;客户;满意度

Abstract

At present, express service industry attaches great importance to customer satisfaction, so many express service industry began to investigate customer satisfaction.In addition, I hope to find out the reasons that affect customer satisfaction according to the development status of express service industry.This research is mainly based on the current situation of express service industry development, to analyze and discuss the impact of express service industry on customer satisfaction, and put forward corresponding solutions to the problem, hoping to provide feasible strategies and suggestions for future express service industry to improve customer satisfaction.

The first chapter, the introduction part mainly provides the research background and significance of the current express industry development, provides a research content and framework for this study, and guarantees the enrichment and value of the research content.

Chapter II, literature review, mainly in this part of the analysis of the connotation of customer satisfaction in express service industry, as well as the status quo and promotion strategies, as well as the overall research review. Through the analysis of other people's literature, this paper summarizes and studies other literature, which lays a foundation for the research of customer satisfaction of express service industry in this paper.

The third chapter is the introduction of research methods.

Chapter IV mainly analyses the problems of customer satisfaction in express service industry in China, including that the speed of express delivery can not be guaranteed, the occurrence of "violent sorting" in express delivery, the service attitude of dispatchers to be improved, the convenience of placing orders by express delivery and the lack of rationality of express delivery fees, and so on, to find out the causes of these problems.

In the fifth chapter, aiming at the problems existing in the express service industry mentioned above, the improvement measures are put forward pertinently, including improving the efficiency of express delivery, ensuring the integrity of the transport items, improving the service attitude of the grass-roots dispatchers, improving the way of placing orders by express delivery, and formulating reasonable cost standards.

Chapter 6 is a case study of Yunda Express. Firstly, it introduces Yunda Express's improvement of customer satisfaction, and then analyses it.

Chapter 7 is a conclusion and Prospect of the whole study.

Key words: express service industry; customers; satisfaction