Research On Customer Satisfaction Of Mudanjiang Branch Of SF Express

In contemporary China's social life,social network communication rapid development,along with the rise of the Internet and electronic commerce at the same time,due to the convenient features of the Internet,online consumer enthusiasm rising,the development trend of e-commerce is becoming more and more rapidly,various express enterprises gain also arises at the historic moment,seize market opportunities.Despite the rapid development of the express industry and the emergence of various types of express service companies,the service qualit y and delivery strength of these express companies are uneven,so the level of customer satisfaction is also different.At the same time,as consumers use more and more express services,they pay more attention to the experience of express services,which also brings new challenges to express companies.Therefore,whether the service level of express delivery enterprises can make customers satisfied is an important factor affecting whether express delivery enterprises can continue to survive and develop in the fierce competition environment and it is related to the brand image and operating profit of express delivery enterprises.As one of the representatives of China's private enterprises,SF Express has laid a solid foundation since its establishment by adopting the self-management mode.In recent years,SF Express has achieved rapid development.However,compared with international excellent express enterprises,the customer satisfaction of SF Express still has great room for improvement.SF Express has also set up a branch in Mudanjiang city.After several years of rapid development,the speed of development has slowed down in recent years,and the express industry as a service industry customer satisfaction is the key to the company's development.The key to break through the bottleneck of the company's development is to conduct a research on the customer satisfaction of SF Mudanjiang branch,improve the customer satisfaction and loyalty,and improve the market competitiveness of SF in Mudanjiang.In order to improve the competitiveness of Mudanjiang branch of SF,this paper carried out a study on the company's customer satisfaction.First of all,the research results and current situation of express customer satisfaction at home and abroad are understood through literature review,and the related concepts and processes of express delivery and express service as well as the two customer satisfaction theories are taken as the research basis of the following part.Then understand the basic situation and development status of SF Express,a simple analysis of SF Express Mudanjiang branch service status.In this paper,the CCSI model of Chinese customer satisfaction index was selected to evaluate the satisfaction of Mudanjiang branch of SF Express,and an evaluation system of customer satisfaction was established fro m five aspects including corporate image,service quality perception,value perception,customer complaint and customer loyalty.Then a questionnaire was designed on the basis of the index system,and the reliability and validity were analyzed by SPSS.Then the fuzzy comprehensive evaluation method is used to evaluate the first-level indexes and analyze the evaluation results.Through a series of data analysis combined with the actual situation of Mudanjiang branch of SF Express,this paper summarizes the existing problems in the company's customer service,and proposes Suggestions to improve customer satisfaction from five aspects: shaping the corporate image,improving service quality,improving service price,correctly handling customer complaints and cul tivating customer loyalty.Finally,this paper summarizes the research conclusions and deficiencies.It is hoped that the study in this paper can promote the customer satisfaction of Mudanjiang company of SF,and at the same time can serve as a reference for other express enterprises.