| 快递服务顾客满意度影响因素分析 |
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| 引用本文： | 李俊娟.快递服务顾客满意度影响因素分析[J].价值工程,2012,31(34):21-22. |
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| 作者姓名： | 李俊娟 |
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| 作者单位： | 长安大学经济与管理学院,西安,710064 |
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| 摘 要： | 顾客满意度成为考核快递业服务的重要指标,2011年顾客对快递服务的主要申诉问题依然是快递不快、快件损毁、服务态度差等问题,本文对主要问题进行了分析,并从行业环境和企业自身角度提出提升顾客满意度的对策建议。
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| 关 键 词： | 快递 快递服务 顾客满意度 影响因素 |
Analysis of Influence Factors on Express Service Customer Satisfaction |
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| LI Jun-juan.Analysis of Influence Factors on Express Service Customer Satisfaction[J].Value Engineering,2012,31(34):21-22. |
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| Authors: | LI Jun-juan |
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| Institution: | LI Jun-juan(School of Economics and Management,Chang’an University,Xi’an 710064,China) |
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| Abstract: | Customer satisfaction is the important assessment index of the express industry service.The paper counted and analyzed the main complaint problems of express service in 2011 years,such as,express displeasure,express damage,poor service attitude and so on,and put forward relevant countermeasures about improving customer satisfaction from the point of the view of industry environment and enterprise itself. |
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| Keywords: | express delivery delivery service customer satisfaction influence factors |
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