摘要
近年来,随着网络购物的迅速发展,快递行业已成为人们日常生活中的重要组成部分。面对激增的快递压力,快件的准确性以及良好服务成为社会关注的重点。运用统计分析方法对苏州民营快递用户满意度影响因子进行分析,结果表明,快递用户满意度最高的四个因素依次是"价格水平"、"服务周期"、"收费标准"和"用户体验";最重视的四个因素依次是"配送效率"、"服务水平"、"物品安全"和"品牌建设";而对"信息系统"、"投递服务"、"管理制度"和"网点覆盖"四个因素则感到不满意。苏州民营快递企业需要改进完善的环节主要集中在服务质量、企业品牌、用户感知和基础设施等方面。
With the rapid development of online shopping in recent years, the express mail service has become an important part of people＇s daily life. Faced with the pressure of the sudden explosion of express mail, the correct delivery of ex- press mail as well as its service has become the focus of social attention. A statistical analysis of the impact factors of the customer satisfaction in Suzhou private express mail industry demonstrates that the four factors with the highest degree of satisfaction in order are ＂price＂, ＂service cycle＂, ＂standard rates ＂and ＂user experience＂; the most important four factors are ＂distribution efficiency＂, ＂service level＂, ＂security＂ and ＂brand construction＂, while the four factors people are not satisfied with are ＂information system＂, ＂delivery service＂, ＂management system＂ and ＂network coverage＂. The links that Suzhou＇s private express mail enterprises need to improve and perfect are mainly concentrated in the service quality, brand, customer perception and infrastructure and so on.
出处
《苏州科技学院学报（社会科学版）》
2013年第2期23-28,共6页
Journal of University of Science and Technology of Suzhou:Social Science
基金
2012年江苏省高等学校大学生实践创新训练计划立项项目"基于客户满意度分析的苏州民营快递业发展现状与战略研究"(2012JSSPITP3155)
关键词
民营快递
用户满意度
对策
private express mail service
customer satisfaction
countermeasures
