| In today world, with the development of global economic integration, the competition between commercial climax, in general, the world’s goods exceeds the demand. Combined with the buyers’ purchasing behavior is more rational, makes the competition between enterprises has shifted from product competition to competition for customers. Customers for enterprise competition plays an important role. Throughout the three industries, and the third industry the degree of attention to customers.The study of customer satisfaction, abroad started earlier, more thorough research results. However, for the express industry, enterprises provide after service, the customer response? Satisfied or not? This research rarely reported, much less a domestic, almost did not see the reports. In our country, the Courier company did some research on customer satisfaction, but those who study basic are shallow, far cannot meet the needs of the reality. Especially for some important idea, also we need to further research. Has the guiding role theory to practice, if there is no perfect theory instruction, want to improve in the practice of the express business guest satisfaction, will be a very difficult thing.On the company’s survival environment, market supply and demand situation and the company business strategy, gradually derived customer satisfaction this term. For customer satisfaction research, the earliest can be traced back to the1970s, since then, the customer behaviour on the part of national scholars, marketers and consumer psychologists are interested in this concept, and to carry out some research.This thesis will be discussed from the following four parts. The first chapter will expound evaluation tool for testing and appraising customers’ satisfaction degree and the theoretical model, which includes the part of the relevant theory, the model of customer satisfaction and evaluation methods are introduced. The second chapter is about A concept and practice of the express company to customer satisfaction. The third chapter builds on A Courier company satisfaction evaluation system, the design of the system which includes the satisfaction. The fourth chapter is to carry out theoretical analysis of customer returned the questionnaire and Suggestions are put forward.This study with A Courier XX district branch as the research object, through the questionnaire survey to the customer, and then compare satisfaction, in order to research the company. In addition, the advantages of A delivery system, this paper also made A description, hopes to be helpful to the company. Because my ability is limited, however, the investigation and study the unavoidably bring personal opinion, makes the conclusion has some bias, so hope the researchers to further study, in-depth study. Conclusion, this paper analysed how to improve the quality of service, have certain effect to express A yunnan branch, hope you can do something you can reach for the subsequent research, lacking, because only for A company research conclusion unavoidably limited, its guiding significance on the more established, deficiencies hope burke. |
