电商背景下校园快递顾客满意度研究.docxVIP

PAGE PAGE I 电商背景下校园快递顾客满意度研究 ——以广州工商学院为例 内 容 摘 要 随着电商的快速发展，大学生网络消费也逐年增长，带动了校园快递市场的扩展。然而，庞大的快递量给配送以及服务水平带来了巨大的难度，顾客对物流服务的要求也越来越高，如何提高顾客满意度成为校园快递的难题。本论文基于电子商务高速发展的背景之下，通过调查问卷的方式，以广州工商学院在校大学生为调查对象，对校园快递顾客满意度进行了调查分析，从中找到影响顾客满意度的主要因素，并有针对性的对校园快递服务的薄弱环节提出可行建议。希望这些建议能够使校园快递服务质量得到进一步优化，使校园快递顾客满意度得到进一步提高，为全校师生提供更好更快更全面的校园快递服务。 关键词：电商；校园快递；顾客满意度；服务质量； PAGE PAGE II Research on Customer Satisfaction of Campus Express under the Background of E-commerce -Take Guangzhou Institute of Industry and Commerce as an example Abstract With the rapid development of E-commerce, the network consumption of college students is growing year by year, which leads to the expansion of campus express market. However, the huge express quantity brings huge difficulty to the distribution and the service level, the customer also more and more high request to the logistics service, how to enhance the customer satisfaction becomes the campus express problem. Based on the background of the rapid development of E-COMMERCE, this paper investigates and analyzes the customer satisfaction of campus express delivery by means of questionnaire and taking the students of Guangzhou University of technology and business as the subjects of investigation, identify the main factors that affect customer satisfaction, and at the same time make suggestions for the changes in the campus express service that are poor.It is hoped that these suggestions can further optimize the service quality of campus express delivery and make The customer satisfaction of campus Express has been further improved to provide better, faster and more comprehensive campus express service for the whole school. Key words:e-commerce; Campus express delivery; Customer satisfaction; Quality of service; PAGE PAGE 16 目 录 内容摘要 I Abstract II TOC \o 1-3 \h \u 第一章 绪论 1 （一）研究背景及意义 1 1. 研究背景 1 2. 研究意义 1 （二） 国内外研究现状 2 1. 国外研究现状 2 2. 国内研究现状 2 （三） 研究内容与研究方法 3 1. 研究内容 3 2. 研究方法 3 第二章 校园快递顾客满意度相关概念 4