Satisfaction Research Of Express Services About Taobao Customer

With the development of economy and society, online shopping has become an indispensable part of people’s life, online shopping is becoming increasingly popular, so that people on the increasing demand of express service. But in real life, satisfaction of the express service is difficult to make people satisfied. Taobao.com(including Tmall) is the largest online shopping platform, has a large number of customers. Based on this, this paper selects Taobao.com(including Tmal) customers as the study sample.The main line of this paper is the basic theory-- An Empirical Study--suggestions for improvement. Firstly, in depth study of express service and customer satisfaction theory. Then,using interview and questionnaire method to investigate those who use SF, EMS, Yuantong, Shentong, Zhongtong and Yunda express service of Taobao.com customers. On the basis of the survey data, using factor weighting method and fuzzy comprehensive evaluation method to calculate the express service score,then analysis the adva ntages and disadvantages of each express service. Finally, on the basis of the research conclusion, put forward specific recommendations for improvement.