Research On Courier Service Quality Feedback System Based On Customer Satisfaction

Logistics express industry has grown up to be a new economic growth point.Part of the courier companies in the pursuit of maximum efficiency while at the same time inevitably overlooked the customer experience.Violence sorting,items missing,items damaged,bad service and other incidents after another.Customers are not satisfied with the courier service as a constraint courier enterprise development of a major reason.In order to regulate the behavior in the logistics process of employees,courier companies and consumers,and let the three parties actively participate in the formation of cycle,this thesis starts from the theory of customer satisfaction,combined with the actual operation of express business and management needs,constructs a comprehensive evaluation model of courier service feedback,which aims to provide a certain method support for establishing a healthy logistics environment.The main work of this thesis is including:(1)Considering the operation characteristics of express enterprises,the thesis analyzes the express service demand and enterprise demand in detail,sets up a series of indicators of customer satisfaction as the evaluation factors,and constructs a courier service quality feedback system model,which includes index system management,service evaluation management,evaluation feedback management,statistical analysis,performance evaluation management and other functional modules,which is characterized by enterprises can operate according to their own characteristics,select a specific evaluation system and performance evaluation rules.(2)The thesis establishes the client feedback mechanism and enterprise performance evaluation mechanism,and uses the algorithm of FCE + AHP to determine the comrehensive evaluation of courier service evaluation.Firstly,the AHP algorithm is used to calculate the weight vector of the index,then FCE algorithm is used to synthesize the membership matrix,fuzzy evaluation of the system,the establishment of product or service satisfaction,which can further feedback on the enterprise evaluation and evaluation of operational personnel as a reference basis.(3)According to the characteristics of enterprises and the characteristics of users' needs,the requirements and response modes of different types of users are analyzed and designed.The corresponding evaluation mechanism and corresponding rules are classified and ranked.Then the business process design,structure design,function module design and database design is carried out.Design a courier service quality evaluation system,and through an example analysis to verify the rationality of its approach.