A Study On Customer Satisfaction Measurement For China’s Universal Postal Service

National economy got an unprecedented development in the rapid development stage. The universal postal service that is provide for community by country, it is an important social base postal facilities, which has the big responsibility service for the state, society and people. It faced with market competition from the related industry under the conditions of market economy, but how to win the market and service people better? Which needs us to solve and explored early?"No measurement no management", the measurement for China’s universal postal service aims to know the problem of the construction for China’s universal postal service in the view of customer, so as to make it more perfect in this paper. We established China’s universal postal service customer satisfaction index model and Empirical research, according to the characteristics of China’s universal postal service in the people’s view.In the study on customer satisfaction measurement for China’s universal postal service, the main work is as follows:Firstly, introducing the customer satisfaction degree theory d into China’s universal postal service system construction, from finishing the related concepts of China universal postal service and the theory about customer satisfaction, Through the analysis of China universal postal service development situation, the problems the formation mechanism of customer satisfaction, and satisfaction survey technology’s development of China to construct the universal postal service system theoretical framework. Based on it and the theory of customer satisfaction, we give significance of China universal postal service customer satisfaction.Secondly, the selection of potential variable and structure relation hypothesis based on ACSI, ECSI, CCSI classic model about customer satisfaction and combined with the actual situation that customers use China’s universal postal service, form China that relationship between universal postal service customer satisfaction a conceptual model at last. And then reference Cluster analysis method to construct the universal postal service customer satisfaction index model’s potential variables and measurable variable system, and ultimately forming the Chinese universal postal service customer satisfaction index model.Lastly, through empirical analysis and parameters to solve based on this model, we puts forward the suggestions and countermeasures based on the measurement result about the construction of the China’s universal postal service system.