【正文】 高?？爝f服務(wù)客戶滿意度研究 —— 以江蘇大學(xué)為例 College courier service customer satisfactionjiangsu university as an example 學(xué)院名稱： 管理學(xué)院 專業(yè)班級(jí)： 物流管理 學(xué)生姓名： 指導(dǎo)教師姓名： 指導(dǎo)教師職稱： 教授 2021 年 6 月 I 高?？爝f服務(wù)客戶滿意度研究 —— 以江蘇大學(xué)為例 摘要 隨著大學(xué)生網(wǎng)購的流行，越來越多的快遞公司看到商機(jī)，開始進(jìn)駐到大學(xué)校園，這也使得高?？爝f企業(yè)間的競(jìng)爭(zhēng)越來越激烈 。 服務(wù)是快遞企業(yè)運(yùn)作的核心和發(fā)展的根本。快遞企業(yè)的發(fā)展離不開客戶的需求， 客戶的滿意度則會(huì)直接影響著快遞公司在校園用戶中的形象與聲譽(yù)， 提高客戶滿意度就是提高消費(fèi)需求和提高企業(yè)的市場(chǎng)競(jìng)爭(zhēng)力。因此，如何在有效滿 足客戶服務(wù)的基礎(chǔ)上提高企業(yè)的競(jìng)爭(zhēng)力，是當(dāng)前眾多快遞企業(yè)亟待解決的問題。 本文以江蘇大學(xué)為例，在閱讀大量文獻(xiàn)資料的基礎(chǔ)上闡述了客戶滿意度的相關(guān)理論、高?？爝f服務(wù)客戶滿意度相關(guān)理論。其次，定性地分析了快遞服務(wù)特征，參考已有的第三方物流企業(yè)客戶滿意度指標(biāo)體系，結(jié)合快遞服務(wù)現(xiàn)狀和特點(diǎn)，建立高?？爝f服務(wù)客戶滿意度指標(biāo)體系。然后將指標(biāo)轉(zhuǎn)換成問卷，進(jìn)行問卷調(diào)查，收集抽樣數(shù)據(jù)，對(duì)數(shù)據(jù)進(jìn)行定量分析。最后根據(jù)實(shí)證分析的結(jié)果，提出了提高高?？爝f服務(wù)客戶滿意度的建議。 關(guān)鍵詞 高?？爝f 快遞服務(wù) 客戶滿意度 II College courier service customer satisfactionjiangsu university as an example Abstract With the popularity of college online shopping， more and more courier panies see business opportunities， and move in to the university campus， which also makes the university express increasingly fierce petition among enterprises. Courier services are the core business operations and development of the fundamental. Courier panies can not develop without the customer39。s needs， customer satisfaction will directly affect the users on campus courier pany39。s image and reputation， improve customer satisfaction is to increase consumer demand and improve their market petitiveness. Therefore， how to effectively meet customer service on the basis of improving the petitiveness of enterprises， many courier panies is the current problems to be solved. In this paper， Jiangsu University， for example， in reading a lot of literature elaborated on the basis of the theory of customer satisfaction， customer satisfaction universities courier services related theories. Secondly， the qualitative analysis of the courier service features， refer to the existing thirdparty logistics enterprise customer satisfaction index system， bined with the status and characteristics of courier services， courier services colleges and universities to establish customer satisfaction index system. Then move the pointer into the questionnaire， a questionnaire survey to collect sample data， quantitative analysis of the data. Finally， according to the results of empirical analysis， proposed to increase the university courier service customer satisfaction remendations. Key words： university express courier services customer satisfaction III 目 錄 第一章 緒論 ............................................................. 1 研究背景 ............................................................................................................ 1 研究的目的及意義 .............................................................................................. 2 研究目的 ................................................................................................... 2 研究的意義 ............................................................................................... 2 快遞服務(wù)客戶滿意度國內(nèi)外研究現(xiàn)狀 .................................................................. 3 快遞服務(wù)國內(nèi)外研究現(xiàn)狀 .......................................................................... 3 客戶滿意度國內(nèi)外研究現(xiàn)狀 ....................................................................... 4 研究對(duì)象、內(nèi)容及方法 ....................................................................................... 5 第二章 快遞服務(wù)客戶滿意度的基本理論 ...................................................... 6 快遞服務(wù)及發(fā)展 .................................................................................................. 6 快遞業(yè)的發(fā)展 ............................................................................................ 6 快遞服務(wù)的發(fā)展 ........................................................................................ 7 快遞服務(wù)的特征 ......................................................................................... 7 客戶滿意度的基本理論 ....................................................................................... 8 客戶滿意 ................................................................................................... 8 客戶滿意度 ............................................................................................... 9 測(cè)評(píng)客戶滿意度的必要性 .......................................................................... 9 客戶滿意度的影響因素 ............................................................................ 10 現(xiàn)有客戶滿意度測(cè)評(píng)模型 .........................................................................11 快遞服務(wù)客戶滿意度 ......................................................................................... 13 第三章 快遞服務(wù)客戶滿意度指標(biāo)及評(píng)價(jià) .................................................... 15 快遞服務(wù)客戶滿意度指標(biāo) .................................................................................. 15 客戶滿意度評(píng)價(jià) ................................................................................................ 15 快遞服務(wù)客戶滿意度評(píng)價(jià)指標(biāo)體系的構(gòu)建原則 ......................................... 15 快遞服務(wù)客戶滿意度評(píng)價(jià)指標(biāo)體系 .......................................................... 16 第四章 江蘇大 學(xué)快遞服務(wù)客戶滿意度調(diào)查與分析 ................................. 22 問卷設(shè)計(jì)和數(shù)據(jù)的收集處理 .............................................................................. 22 問卷設(shè)計(jì) ................................................................................................. 22 數(shù)據(jù)收集 ................................................................................................. 22 數(shù)據(jù)處理 ................................................................................................. 25 江蘇大學(xué)快遞服務(wù)客戶滿意度統(tǒng)計(jì)分析 ............................................................. 26 快遞成本滿意度分析 .........................................