京东快递顾客满意度评价研究(附调查问卷)

京东快递顾客满意度评价研究(附调查问卷)(论文17000字)
摘    要
随着我国电子商务行业的快速发展和网购需求量的日益增加，我国的快递行业也得到突飞猛进地发展。由于快递行业市场的竞争日趋激烈，所以快递企业一方面要分析企业的经营现状，另一方面也要了解顾客的个性化需求，然后不断优化经营策略，以提高服务质量和顾客满意度，进而提高企业的竞争力，使企业能够在充满激烈竞争的市场环境中不断发展壮大。
本文分析了京东快递的发展现状和经营策略，并参考国内外文献，建立了京东快递顾客满意度的评价指标体系，指标体系由1个总目标即顾客满意度，5个一级指标即受理服务、揽收服务、投递服务、售后服务、员工职业素养以及19个二级指标构成。在此基础上设计关于“京东快递顾客满意度”的调查问卷，根据调查数据的统计结果，采用层次分析法和模糊综合评价法分析京东快递的顾客满意度，经分析得出京东快递的顾客满意度总体上比较高，尤其是在投递服务环节。最后，结合京东快递发展的实际状况，提出改进服务质量的可行建议，以提高京东快递的顾客满意度。

关键词：  京东快递；  顾客满意度；  层次分析法；  模糊综合评价法 [资料来源：http://www.THINK58.com]

Abstract
With the rapid development of E-commerce in our country and the increasing demand for online shopping, express industry has also been developed by leaps and bounds in our country. Because of increasingly fierce competition in the express market, so on the one hand, express enterprises need to analysis the current situation, on the other hand, to understand the individual needs of customers, and constantly optimize the business strategy, in order to improve the service quality and customer satisfaction, and improve the competitiveness of enterprises, so that enterprises can constantly develop and grow in a competitive market environment.
The analyzes the development situation and the management strategy of the Jingdong express, than establishes the evaluation index system of Jingdong express’s customer satisfaction on the basis of referring to a large number of domestic and foreign literature. The index system consists of one total goal, five primary indexes and 19 secondary indexes. The total goal is customer satisfaction, the primary indexes includes transaction services, taking express service, delivery service, after-sales service and professional quality of employees. This thesis designs questionnaires about the customer satisfaction of Jingdong express on the basis of the evaluation index system. Than according to the statistical results of the survey data, using the analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method (FCEM) analysis customers satisfaction of Jingdong express. By the result of the analysis from jingdong express，we find the customer satisfaction of jingdong express is higher on the whole, especially in the delivery service. At last, the thesis puts forward feasible scheme for the improvement of service quality combining with the situation of the development of Jingdong express, in order to improve the customer satisfaction of Jingdong express.

Key words:  Jingdong Express;  Customer Satisfaction;  AHP;  FCEM
 
目  录
1  绪论    1
1.1  研究背景与意义    1
1.1.1  研究背景    1
1.1.2  研究意义    1
1.2  文献综述    2
1.2.1  国外文献综述    2
1.2.2  国内文献综述    3
1.3  研究内容和研究思路    4
1.3.1  研究内容    4
1.3.2  研究思路    4
2  基础理论概述    5
2.1  顾客满意度理论    5
2.1.1  顾客满意的概念    5
2.1.2  顾客满意度模型    5
2.2  快递企业服务质量    6
2.2.1  快递的定义及服务特点    6
2.2.2  快递服务质量    7
2.2.3  快递服务质量的度量因素    7

[资料来源：http://www.THINK58.com]

2.3  评价方法    8
2.3.1  层次分析法    8
2.3.2  模糊综合评价法    8
3  京东快递顾客满意度评价指标体系构建    9
3.1  京东快递公司经营现状分析    9
3.1.1  京东快递公司简介    9
3.1.2  东快递公司经营现状    9
3.2  京东快递顾客满意度影响因素分析    9
3.3  顾客满意度评价指标体系构建    10
3.3.1  构建原则和方法    10
3.3.2  评价指标的选取    10
3.3.3  评价指标体系结构    11
4  实证分析    12
4.1  问卷调查    12
4.1.1  调查问卷的设计    12
4.1.2  问卷调查方式    12
4.2  数据分析    12
4.2.1  信度分析    13
4.2.2  效度分析    13 [资料来源：http://think58.com]
4.3  指标评价分析    14
4.3.1  层次分析法模型分析    14
4.3.2  模糊综合评价模型分析    17
4.3.3  综合评价    18
5  结论与展望    20
5.1  结论    20
5.2  展望    20
参考文献    22
致  谢    24
附  录    25