网购环境下快递业顾客满意度调查研究——以申通和邮政快递比较为例  

Investigation and Study on the Customer Satisfaction of Express Industry under the Online Shopping Environment—— Taking an Example of Comparison on STO and EMS

作　　者：何建华[1] 

机构地区：[1]安徽师范大学经济管理学院,安徽芜湖241003

出　　处：《重庆文理学院学报（社会科学版）》2014年第1期101-105,共5页Journal of Chongqing University of Arts and Sciences（Social Sciences Edition)

基　　金：安徽省高校省级优秀青年人才基金项目"供应链中IT能力对企业间关系的影响研究"(项目号:2012SQRW017ZD);安徽省高校省级自然科学研究项目"信息技术能力对供应链企业间关系治理的影响"(项目号:KJ2012z118)

摘　　要：网络购物的迅猛发展极大地促进了我国快递业市场的繁荣。随着电商企业自建物流和国际快递的进入,我国快递企业面临巨大的竞争压力。顾客满意度是影响顾客忠诚度的重要因素,以当前网购流行的大学生消费者为调研对象,分别以民营企业的申通和国有企业的邮政快递为代表,对其满意度情况进行了调查,通过对比分析,找出了快递企业存在的一些问题并提出了相应对策。The rapid development of the network shopping has greatly promoted the prosperity of China＇s express industry market. However, with the entry of the electronic commerce enterprise self-built logistics and international express delivery, express de-livery companies in China are faced with tremendous competitive pressure. Customer satisfaction is an important factor influencing customer loyalty. Based on the current popular consumer online shopping of university students as the research object, taking the private enterprises STO and state-owned enterprises as the representative of EMS, the investigation on the satisfaction was carried out in the paper, and through comparative analysis, some problems existing in the express enterprises were found out and the cor-responding countermeasures were put forward.

关 键 词：网购环境 申通快递 邮政快递 满意度 

分 类 号：F252[经济管理—国民经济]