宁波快递业客户满意度影响因素实证分析.doc

宁波快递业客户满意度影响因素实证分析毕业论文 毕业论文 2010届 宁波快递业客户满意度影响因素实证分析 摘 要 本文通过对国内外快递业客户满意度影响因素的相关理论展开总结和考察得出了关于宁波快递业客户满意度影响因素的理论背景并以此为基础讨论了宁波地区快递业客户满意度的影响因子以及如何利用各影响因子与客户满意度之间的关系来提升该地区快递企业的服务质量通过建立各影响因子与客户满意度的关系模型假设各影响因子与客户满意度关系通过实证分析的方法进行问卷设计与问卷形成以及回收结果来获得相关的客户调查取样资料探讨该地区服务质量与客户满意度之间的关系以及调节因子对客户满意度的影响验证假设结果发现宁波快递企业的影响因子之可靠性响应性和保证性将完全影响该地区企业的客户满意度而且其相关关联度也比较高最后结论部分提出了对宁波地区快递业培养客户满意度的策略性建议以及针对宁波地区快递企业如何顺利有效地提高客户满意度给出了相关的建议 关键词宁波地区快递业客户满意度影响因素 Abstract Based on the domestic and international express industry influence factors of customer satisfaction related to review and study expand the relations theory This essay draws on Ningbo express industry influence factors of customer satisfaction of the theoretical background and on this basis discuss Ningbo express industry influence factors of customer satisfaction of the regulator And the methods to use the relationship between every factor and customer satisfaction to improve service of Ningbo express industry Through the establishment of logistics enterprises in the relationship between customer satisfaction and every factor model assumes the relationship between customer satisfaction and every factor through empirical analysis questionnaire design and the results of the questionnaire form as well as recycling to get the sample related to the customer survey data of customers in the region satisfaction and the relationship between customer satisfaction and regulatory factors on customer satisfaction Verify the hypothesis results showed that Logistics customer satisfaction factors of reliability responsibility and will fully affect the companys customer satisfaction in the region and its related correlation is high The final conclusion the essay gives strategic recommendations to express industry in Ningbo area on how to cultivate customer satisfaction And put forward to relative suggestions for how to improve the customer satisfaction smoothly of express industry in Ningbo Keywords Ningbo Area Expre