Research on Application of Evaluation System of Customer Satisfaction with Service Encounter of Express Enterprises

摘要

The low customer satisfaction and higher complaint rate of express service have become obstacles to the development of many express enterprises. Thus, this paper is intended to focus on customer satisfaction with express services, in particular on the evaluation of customer satisfaction with express service encounter in accordance with the theory of service contract. Specifically, it is planned to summarize the measurement indicators of express service contract and establish an evaluation system of customer satisfaction with express service encounter in combination with the existing literatures and expert opinions. Lastly, suggestions are put forward on how to improve customer satisfaction with services of express enterprises from the perspective of service encounter in accordance with the research conclusions.