Research On The Customer Satisfaction Evaluation And Improvement Measures Of YTO Express

Facing the rapid development of global economy, along with the leap in modern science and technology and the rise of the network economy, peop le’s life rhythm become faster and faster, the world is more and more flat. It is closely associated with various network. Among them, the network formed by the express industry and express service has become particularly important. In the face of such rapid development and the extrusion impact of competition, many courier companies can not well adapt to the new situation, thus many service problems appear. Therefore, express enterprises urgently need to improve the insufficient service, actively explore the overall strategy that suits their own, improve customer satisfaction, enhance enterprise competitiveness, in order to make the enterprise developing sound and well in the fierce competition environment.This paper took the customer satisfaction of YTO express company as the research object, using the method of qualitative analysis and quantitative analysis method, such as literature research and questionnaire investigation, in-depth analysis the customer satisfaction and study the improvement countermeasures of YTO express company. First of all, based on the research background and significance of the express service, summed up the relevant theories of customer satisfaction, summarized the research situation, and extracted the content of this study. Secondly, this paper sort out the relevant theories of express service and customer satisfaction, summarized the concept, the characteristics of express services, courier enterprises, customer satisfaction, benchmarking management, etc. Analyzed the current situation, development, service situation of YTO express company, and compared with the advantages and disadvantages of benchmarking enterprise, in order to found a reality basis. Thirdly, according to the CCSI and SERVQUAL model, the paper built a customer satisfaction model of YTO express combined with the feature of YTO express company, used the analytic hierarchy process (AHP) to confirm the weight. Finally, through the questionnaire survey to collect data, adopt the fuzzy comprehensive evaluation method to evaluate customer satisfaction of YTO express company. According to the above analysis, the paper put forward the relevant improvement countermeasures, in order to promote the competitiveness of the market, and provide some guidance for YTO express company.