快递服务从业人员顾客满意度评价分析  

Evaluation of Customer Satisfaction of Express Service Employees

作　　者：董小静[1] 

机构地区：[1]西京学院,陕西西安710123

出　　处：《物流技术》2015年第13期183-184,203,共3页Logistics Technology

摘　　要：首先分析了快递服务业发展现状,其次分析了顾客对快递服务满意度评价的主要影响因素,最后根据满意度评价过程中存在的不确定性,给出了顾客满意度的模糊综合评判模型,验证了该方法的可操作性和合理性,从而为快递服务业更合理、更规范地运行,更好地为经济发展和生活便利服务提供帮助。In this paper, we first analyzed the current status of the development of the express service industry, next studied the major factors influencing the customer satisfaction toward the express services, and at the end, in view of the uncertainty in the evaluation process, presented the fuzzy comprehensive assessment model whose operability and validity was verified subsequently.

关 键 词：快递服务 顾客满意度 综合评价 

分 类 号：F252.24[经济管理—国民经济]