The Customer Satisfaction Assessment Research of YTO Express Wuchang Branch

摘要

Based on the customer satisfaction theory and previous research, this paper has carried out research on the customer satisfaction of Yuantong Express Wuchang Branch(YEWB) from micro-level perspective; constructed the customer satisfaction assessment model and used questionnaire survey combined with analytical hierarchy process to carry out customer satisfaction calculation as well as propose improvement suggestions and methods on the basis of customer satisfaction status.