The Study Of Customer Satisfaction Evaluation Based On The Value Chain Of The Express Company

China’s express delivery industry is one of the fastest growing economies in our country, which has maintained a high growth momentum every year. Data show that tthe amount of express business achieved an increase of more than 50%, and the revenue growth over 40% in 2014. But the growth of the express delivery industry can not meet the needs of economic development which still has huge growth potential. With the rise of online shopping, express delivery industry has become the basis supporting for the development of online shopping industry. But with the faster growth of the express industry, the service delivery quality is difficult to guarantee, which led the complaints about service delivery have occurred, resulting in express service satisfaction level has been low. And with increased competition in express industry, express delivery companies must continue to improve the quality of service express to improve customer satisfaction.At the same time, through the consolidation of existing literature, we found that studies about express service satisfaction is relatively few, especially the study of customer satisfaction from the point of view of express industry value chain. Therefore, we think that it is necessary to research customer satisfaction of express company from the perspective of the value chain.And on the basis analysis of existing literature and relevant theory about value chain theory and satisfaction theory, we analysis the basic activities about the express enterprise value chain. Using the express enterprise value chain and the SERVQUAL scale, we build the customer satisfaction evaluation index system which containing five-level indicators, 12 secondary indicators, 43 measuring questions. Then on the basis of the evaluation index system, we designed the express business customer satisfaction questionnaire and analyzed with the survey data to calculate the customer satisfaction of the A express company. And using the KANO model and Four graph matrix, we do variance analysis about service satisfaction and importance degree. Finally, we identify the key factors to enhance customer satisfaction about the Aexpress company and propose appropriate measures to enhance customer satisfaction.