Study On Customer Satisfaction Evaluation Of China Postal Express Mail Service

China Post EMS as the first suppliers and leaders of China’s courier industry, even though it enjoys more advantages in policies and network, but facing the increasingly fierce courier market competition, also has the problem of reducing market share and profits, threaten the China Post EMS enlarge further and strengthen.The service is the core of the courier business operations and the fundamental of the development, in order to get the development space in the courier market competition, first must make sure the services meet the customer’s demand, customer satisfaction is the way to gain market, then to achieve profitable growth. Therefore, if China Post EMS wants to maintain a dominant position in the market competition, it should grasp the needs of customers and adjust management strategies according to the needs of customers, making the customer’s needs maximum satisfied, it will help China Post EMS own the upper hand in the competition and enhance competitiveness and expand market share. The research has practical significance.For the first, gave a brief overview of the abroad status quo on the study of customer satisfaction, at the same time introduced the status quo of China’s customer satisfaction research. And by the analysis of customer satisfaction research status at home and abroad, made my research direction determined. On this basis, I made a in-depth study on Customer Satisfaction Measurement Theory and the American Customer Satisfaction Evaluation System, and made them as the theoretical basis for the research.Secondly, an overview of the development course, the basic, business model, the status quo, competition in the market environment and the existing problems of China Post’s EMS was summarized. Next the index system combined with its own development characteristics and the American Customer Satisfaction Measurement Indicator System was built, then further expanded it to be a questionnaire, and conducted the survey on China Post EMS customer satisfaction.Lastly, the results of the questionnaire were analyzed. Use the percentage of the common factor variance to determine the index weights; then calculated customer satisfaction applied with fuzzy comprehensive evaluation, the calculation results were close to the survey data, showed that the applicability of the method for customer satisfaction research was fitful. Finally, use partial least squares regression to confirm the key factors affecting customer satisfaction for the purpose of putting forward the strategies of improving the customer satisfaction markedly, in the premise of saving resource of the enterprise.