Study On Distribution Service Customer Satisfaction Based On The Theory Of Contact

In recent years, modern logistics is more and more important for country’s economic and social development.The development of information technology accelerated the pace of network market,and further promote the growth of express. Distribution as the most closely contact with the customer,service quality directly affect the customer satisfaction, Now express industry overall level of customer satisfaction is low.service level cause customer complaints. Therefore,taking customer satisfaction of express delivery service as the research object is realistic significance.The paper take express delivery service as the object, analyzing the distribution process and the present situation and make an conclusion that express has been developing rapidly, but appeared many problems, such as: lack of self-discipline of the industry; The personnel quality is low; Satisfaction is not high.Secondly, from the Angle of satisfaction, build the evaluation system and study the evaluation model of express delivery services;Finally, through the SF express case analysis the effectiveness of the evaluation model is constructed. The study found that:(1) Express industry pay no attention to the customer satisfaction;distribution of the satisfaction overall the industry is low.With the intensification of market competition, the enterprise gradually from product oriented to customer oriented.For the express industry, it cannot provide tangible products, it is more and more important to focus on customer satisfaction.(2) Express industry has not set up a sound service evaluation system, can not evaluate customer satisfaction objectively. The complexity of the service process and the diversity of service objects lead to the inability to make objective evaluation on customer satisfaction.(3) At this stage,service satisfaction of SF express shanxi is between "general" and "satisfied".Accordingto the established index system design of the questionnaire, the general characteristics of the customer satisfaction, which need prompt index generally include network coverage, reasonable price, delivery time flexibility index, etc.And fuzzy comprehensive evaluation method is used to analyze the degree of satisfaction, the results show that the method can reflect the real situation.(4)To improve the customer satisfaction,what should do is from government and enterprises.Through the empirical analysis found that the relationship between factors that affect customer satisfaction on the one hand, because of the reason of the enterprise itself, on the other hand due to the lack of government support and supervision.Finally, the paper puts forward measures to increase customer satisfaction express delivery service.This paper’ innovation points:(1) literature mainly is concentrated in the distribution center location, distribution path planning, choice of distribution mode, etc.,but distribution as the most closely contact with the customer,service quality directly affect the customer satisfaction, so is important to study the distribution service satisfaction, is the innovation of the contents;(2) build a distribution service customer satisfaction evaluation index system, the past system construction of the main reference to American customer satisfaction index model,due to differences in economy, culture and policy it cannot be accurately measured, considering that the customer is in a series of contact with the enterprise’s satisfaction, based on service contact theory, this paper builds satisfaction evaluation system,is the point of view innovation.