基于服务接触的快递企业顾客满意影响因素研究

摘要

In this paper, with the express enterprise as the object and based on literature research and questionnaire survey, the factors affecting the customer satisfaction of the express enterprise are investigated and analyzed using the SPSS. Through the analysis, three factors and sixteen variables are found to have a significant positive correlation with the customer satisfaction of such enterprises, the extent of influence of which, from significant to immaterial, is as follows:service environment, service personnel and product quality. At the end, in light of these conclusions, relevant suggestions and recommendations are put forward to improve the customer satisfaction of the express enterprises.%以快递企业为研究对象,在文献研究和问卷调研的基础上,对快递企业顾客满意影响因素做了调查分析,用SPSS软件对快递企业顾客满意影响因素进行了深入分析和研究.通过分析得到3个因素16个变量对快递企业顾客满意具有显著正相关的影响关系,其影响程度从高到低依次为:服务环境、服务人员和产品质量,针对这些结论提出了提高快递企业顾客满意度的相关建议.