| In recent years,with the popularity of e-commerce and the development of mobile intelligent terminals,the number of Internet users and online shopping users has been increasing in China.The express industry,which provides door-to-door service as the core business,to become the most growing industry in the boom of online shopping.At present,there are many enterprises in the express market of our country,EMS,private express enterprises and foreign-funded international express enterprises gather together to make the competition more and more intense.As a kind of service industry,only by continuously improving the quality of service can they obtain and stabilize more customers.Express service quality has gradually become one of the important basis for customers to select express enterprises.S company,a private express company,has been at the top of the list of service satisfaction scores released by the State Post Bureau for several years.However,it scored lower in 2017 than in2016,2015 and 2014.It shows that user’s satisfaction with their service quality is declined.At the same time,the service satisfaction of other private express enterprises such as ZTO and Yunda has increased gradually in recent years,and the gap between them and S company is gradually narrowed.Therefore,it is necessary for S company to improve customer satisfaction.In addition,express delivery volume of Guangzhou ranked first in our country for several years,but the public satisfaction score of express service is lower than other cities with high express volume for many years,indicating that the express service quality in this city is not high.Therefore,this study chooses express service customer satisfaction of S company in Guangzhou as the research object,looks for the reason behind its lower satisfaction,carries on the deep analysis and gives the improvement suggestions,has the important significance.Taking China customer satisfaction index(CCSI)as reference,combining the particularity of express enterprise,considering its key service contact point from the point of view of express enterprises’ value chain,and referring to the related evaluation index system of express industry customer satisfaction,this study designs a questionnaire survey on customer satisfaction of S company’s express service in Guangzhou,and analyzes the results of the survey.At the same time,some users with lower scores were interviewed to find out the causes of dissatisfaction.Through the analysis of the results of the investigation and interviews,the factors influencing the decline of customer satisfaction are summarized: The higher express freight than other private express enterprises,The less stable service quality of grass-root employees,and Low treatment efficiency in packages with problems or claims.According to the analysis of customer satisfaction of different kinds of express service,this study puts forward some suggestions to improve customer perceived quality by improving different express service.Then,the factors influencing the decrease of customer satisfaction are put forward corresponding suggestions for the improvement:Reducing operating costs,Optimization of the training and incentive mechanism for grass roots staff,Improving complaints’ handling efficiency to express good service will.This study not only solves the practical problems of S Company’s express service in Guangzhou,but also provides a direct reference for the customer satisfaction improvement of express service from other express enterprises. |
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