Research On Improving Customer’s Satisfaction To AB Express Company

In recent years, the express industry has been the most important driving power to promote the development of national economy. There is low market access threshold but a vast market space in this industry, it attracting a lot of capital investment. Price war and disordered competition appear. Thin margins compelled some enterprises lower their service quality, leading to high complaint rates. As a type of service, Express companies have to concentrate on improving service quality, but for some small businesses, it has been the barrier for further development. Therefore, it is important to pay close attention to the quality. Only in this way can the firm provides satisfactory service and maintains high levels of customer loyalty.First of all, the paper reviews Customer Satisfaction Theory, Customer’s Satisfaction Appraisal System and Service Quality Evaluation System, and then states the environment of express industry, finding the causes of the low degree of satisfaction of AB Company. Finally, we Combine CCSI and SREVQUAL to design a questionnaire to measure the satisfaction degree, and give some recommendations for improvement. This paper is not only instructive for big express enterprises, but also has some reference value for small and medium firms.