Study On Customer Satisfaction Of Online Shopping Express

Booming online shopping has brought unlimited business opportunities to the express industry in our country, greatly promoted the express delivery to prosperity. Online shopping express is the most important way to complete logistics in the network shopping industry chain, it is important to grasp the information of customer satisfaction timely, establish perfect satisfaction evaluation mechanism, it will be great significance to the development of express delivery companies, because enterprises can stand out from the fierce competition by maximizing customer satisfaction only.This thesis is from the perspective of customer satisfaction, treats the online shopping customer as research subject, uses factor analysis and fuzzy comprehensive evalution as mathematics methods to evaluate the customer satisfaction of online shopping express. This research bases on the study of customer satisfaction at home and abroad, combines with the service processes of online shopping express and the characteristics of express delivery industry, applies China customer satisfaction index(CCSI) model to express delivery services in environment of online shopping. The paper summarizes the factors affecting online express customer satisfaction, and makes a questionnaire about importance. Through the online shopping customer questionnaire, the paper analyzed and processed the questionnaire data with SPSS19.0, the influence factors are divided into six dimensions, the quality of the tracking information, express delivery quality and after-sales service quality, delivery personnel service quality, perceived security and brand image, then building the online express customer satisfaction evaluation index system. Use factor analysis to calculate the index weight, and the fuzzy comprehensive evaluation method to establish online express customer satisfaction evaluation model. Finally, select yuantong express as sample enterprise to evaluate the customer satisfaction, through the analysis of the evaluation results, put forward the corresponding countermeasures and suggestions.This paper constructs the online shopping express in the evaluation of customer satisfaction measurement scale, for online express enterprises to understand and provide a basis to improve the customer satisfaction and methods.In this paper, the conclusion to a certain extent, can reflect the current situation of online customer satisfaction evaluation of the express company, aiming at improving online delivery service level and customer satisfaction of online express, making online shopping customers satisfied and confident with the courier services sectors, thus to promote the healthy development of online shopping and online retail market.