Empirical Research Of Express's Customer Satisfaction

In the past few years, express industry is developing very fast in China.China Express is already in this market and many localization of private express companies have began to show in ths market. At the same time, the intenational express giants also want to win this market.Under this background, the market is inereasingly competitive.If local express companies want to gain more business in this competition, they must respond to the market's demand, win customers first and then win this battle.Because of this, the customer satisfaction research for this market is of great significance.There are a lot of studies about the customer satisfaction research, but the studies on the express filed are not so many, and studies focus on the China market are less. Though some of the local companies did some job on it, the depth is not so high, especially on the theory.This article is based on a lot of home and abroad customer satisfaction literature.By organized the CSI system and model method, try to combine express service characteristics. By using SERVQUAL model and AHP method, propose the express companies'customer satisfication index system.Then converted index system into a questionnaire, conducted a questionnaire survey on the company's customers.This article also uses this system to company F. To check company's CSI, and to analyze it. Finally giving some suggestions to the company F, and proposing the strategy of improving the key factors on customer satisfaction.