基于ISM的快递企业服务信息传播影响因素研究

摘要

从快递企业服务信息传播的角度研究顾客对企业的认知问题，目的是提高客户满意度。运用解释结构模型对快递企业服务信息传播的影响因素进行系统分析，首先通过企业CI策划方法对快递企业服务信息传播的影响因素进行整理和分析，然后对各因素之间通过邻接矩阵、可达矩阵、分解矩阵进行逐步分析，得出快递企业服务信息传播影响因素的影响层次并加以分析。%In this paper, we used the interpretive structural modeling to analyze systematically the factors influencing the communication of the service information of express delivery enterprises. First using the CI planning approach, we summarized the factors influencing the serice infermation communication of the express enterpirses, then analyzed the adjacency matrix, reachability matrix, and decomposition matrix between the factors, and at the end, analyzed the influence hierarchy of them.