Research Of Customer Satisfaction Of Harbin Post Express Company

Customer is the foundation of enterprise survival and development,the source of profit,there is no customer,the enterprise will face the risk of bankruptcy.In order to develop in the long run,enterprises should improve the quality of service,improve the management level,perfect the service system and win customer satisfaction.Therefore,determine the key factors that affect customer satisfaction,evaluate the level of customer satisfaction,monitor and predict customer demand in real time,formulate strategies in time,meet customer demand,correct deficiencies and defects,It has important theoretical significance and practical value to enterprises and industries.This paper studies the existing customer satisfaction models through the literature at home and abroad,and finds that the research of these models mainly plays an important role in macroeconomic indicators,evaluates the satisfaction of industries,departments and enterprises from the national point of view,and evaluates the satisfaction of specific industries.The pertinence of the enterprise is not enough,and there are some limitations.Therefore,on the basis of the previous research,combined with the characteristics of the express industry,the author establishes a modified model,which provides a theoretical model for the evaluation of customer satisfaction in the express industry.This paper takes Harbin Post Express Company as the research object,and adopts the combination of quantitative analysis and qualitative analysis.Through the background of the company,the basic situation and the situation of competitors,combined with the research of scholars,this paper summarizes the main factors that affect the customer satisfaction of the company,and constructs the index system of customer satisfaction of Harbin Post Express Company.In the index evaluation,the analytic hierarchy process(AHP)is used to establish the matrix,calculate the variables and index weights,and pass the consistency test.Excel and SPSS software are used to process the data,and the customer satisfaction score is calculated,and the reliability and validity of the results are tested to prove the consistency and validity of the results.Find out the problems and shortcomings in the operation and service of the company,and put forward the improvementstrategy.Through the evaluation results,it is found that the modified model and customer satisfaction index system have pertinence and guiding function to the customer satisfaction evaluation of express industry and postal express enterprises,and can objectively reflect the customer satisfaction level of enterprises.Feedback has problems and potential risks,which is of great theoretical significance and practical value to the development of enterprises.