Customer Satisfaction Evaluation System Of Research And Application Of Courier Service Based On The Theory Of Contact

2014, the first year of China’s mobile Internet. With the rapid development ofeconomy and society, the growing popularity of migration and population informationnetwork continues to intensify, people’s way of life has changed dramaticallycharacterized by irreversible, socializing from microscopic, macroscopic circle ofglobalization, international of their homes to achieve full coverage of everyday lifebecome a demand of the times. To online shopping as the representative of e-commerceis to achieve " Internet" an important part of life," logistics " has become one of theonly requires " physical circulation" link, and its importance is self-evident, expressand logistics services for the requirements of the more to be higher.Although courier industry more and more attention, but the overall level of servicestill needs to be improved, compared with the international quality courier companies,the development of China ’s express delivery format is still in its infancy. Lack ofindependent airline capacity to deal with a narrow range of information technology andautomation technology behind so limiting the courier companies to further improve.Therefore, the establishment of a scientific and effective customer satisfactionevaluation system can not only improve the quality of service delivery and customerintegrated perception, but also to promote the strength of courier companies to enhancetheir foothold in the fierce market competition. This paper will establish evaluationindex system to start a study on the courier service customer satisfaction based on thetheory of service contact.This article on the basis of previous study, characteristics of contact theory forservices, courier services and customer satisfaction, illustrate concepts and theory andresearch. First, the contact theory of combined service and express service features,research based on direct contact and indirect contact with dimensions of customersatisfaction indicators; second, used questionnaire method determines eventually ofevaluation indicators, building has express service looked satisfaction degreesevaluation indicators system; then, using fuzzy levels analysis law for model forevaluation, made has based on contact theory of express service looked satisfactiondegrees evaluation new method; last, will new of evaluation model and system for a,company express service looked satisfaction degrees evaluation indicators systemevaluation, Analysis of problems in the company’s express service customer satisfaction, and proposes appropriate measures for improvement and recommendations. Theproposed method and its application of this article, not only for express deliveryservices customer satisfaction study provides a new way of thinking, as well as optionsexpress enterprises to enhance their service quality.