汇编出版，采用影印、缩印或者其它方式合理复制学位 论文。 本学位论文属于（请勾选） （ ）1.经华东师范大学相关部门审查核定的“内部”或“ 涉密”学位论文*，于 年 月 日解密，解密后适用上述授权。 （ ）2.不保密，适用上述授权。 导师签名 作者签名 日期：2020年05月10日 * “涉密”学位论文应是已经华东师 范大学学位评定委员会办公室或保密委员会审 定过的学位论文（需附获批的《华东师范大学研究生申请学位论文“涉密”审批表》 方为有效），未经上述部门审定的学位论文均 为公开学位论文。此声明栏不填写的， 默认为公开学位论文，均适用上述授权）。 张昊 硕士学位论文答辩委员会成员名单 姓名 职称 单位 备注 骆温平 教授 上海海事大学 主 席 叶德磊 教授 华东师范大学 许鑫 教授 华东师范大学 I 摘要 根据国家邮政局统计的数据，全国2018年全年快递企业的快递包裹业务量507.1 亿件，同比增长26.6%；快递业务 收入总额6038.4亿元，同比增长21.8%。在如此高速 增长的市场之下，Y快递公司作为国内民营快递企业的巨头之一，无论是对顾客的服务 质量，还是激烈的市场竞争，都面临着 严峻的考验。顾客对于快递服务的满意度情况， 直接影响到Y公司的品牌形象和市场竞争力。 在学习和研究国内外关于顾客满意理论和快递服务的文献欧亿·体育（中国）有限公司之后，以顾客满意理 论作为本文的研究理论依据，对Y快递公司的顾客满意度现状进行分析，找出Y公司 存在的问题，认真分析问题的原因并提出相应的提升对策。首先，构建Y快递公司顾 客满意度评 测体系，以CCSI理论和SERVQUAL模型为基础，结合《快递服务》GB/T 27917.1中的快递服务总则，并参考国家邮政总局公布的快递欧亿·体育（中国）有限公司顾客的申诉情况，对 Y快递公司顾客满意度 评价体系的评价指标进行选取。最终构建了由有形性、可靠性、 沟通性、响应性和经济性5个一级指标和24个二级指标组成的Y快递公司顾客满意度 评价体系。以该评价体系中的 24个二级指标作为设计调查问卷的依据，由受访者对Y 快递公司的顾客满意度指标进行满意度和重要性评分。根据对调查问卷的数据统计，筛 选出顾客满意度得分较低的指标，并 依据指标对应的服务环节分析问题，分为时效、服 务保障、费用和品牌形象四类问题。 最后，统计顾客对各指标的重要性评分，加权计算出各指标的重要性得分，根据各 指标的 满意度得分和重要性得分，制作四分图模型，根据指标分布的A、B、C、D四 个区间的情况，综合权衡和决策解决问题的优先次序。并对这四类问题分别提出相应的 解决优化方案 。以此提升Y快递公司的顾客满意度，进而帮助公司增强市场竞争力。 关键词：顾客满意度，快递服务，服务质量 II Abstract According to statistics from the state post bureau, express delivery enterprises delivered 50.71 billion packages in 2018, up 26.6 percent year on year. The total revenue of express delivery business was 603.84 billion yuan, up 21.8% year on year. In such a rapidly growing market, Y express, as one of the giants of private express enterprises in China, is facing severe challenges in both customer service quality and fierce market competition. Customer satisfaction with express service has a direct impact on company Y's brand image and market competitiveness. After studying and studying the domestic and foreign literature on customer satisfaction theory and express delivery service, taking the customer satisfaction theory as the theoretical basis of this paper, the current situation of customer satisfaction of Y express company was analyzed, the existing problems of Y company were found out, the causes of the problems were analyzed, and the corresponding countermeasures for improvement were proposed. First, the evaluation system of customer satisfaction of Y express company was constructed. Based on CCSI theory and SERVQUAL model, the general rules of express service in GB/T 27917.1 and the complaints of express customers published by the general post office were combined to select the evaluation indexes of the evaluation system of customer satisfaction of Y express company. Finally, the evaluation system of customer satisfaction of Y express company is constructed, which is composed of 5 first-level indicators such as tangibility, reliability, communication, responsiveness and economy, and 24 second-level indicators. The questionnaire was designed based on the 24 secondary indicators in the evaluation system, and the respondents rated the satisfaction and importance of the customer satisfaction indicators of Y express company. Based on the statistics of the questionnaire, the indicators with low scores of customer satisfaction were selected, and the problems were analyzed according to the service links corresponding to the indicators, which were divided into four types of problems: timeliness, service guarantee, cost and brand image. Finally, the importance score of each indicator is calculated by the statistics of customers, and the importance score of each indicator is weighted. According to the satisfaction score and III the importance score of each indicator, A quartile model is made. According to the situation of the four sections A, B, C and D of the distribution of indicators, comprehensive weighing and decision-making on the priority of problem solving are made. And put forward corresponding solutions to these four kinds of problems. In this way, customer satisfaction of Y express company can be improved and market competitiveness can be enhanced. Key words: customer satisfaction, express service, service quality IV 目 录 第1章 绪论 ............................................................... 1 1.1 研究 背景及意义 ...................................................... 1 1.1.1 研究背景 ........................................................ 1 1.1.2 研究意义 ........................................................ 1 1.2 国内外研究现状 ...................................................... 2 1.2.1 国外研究现状 .................................................... 2 1.2.2 国内研究现状 .................................................... 3 1.3 研究内容和研究方法 .................................................. 3 1.3.1 研究内容 ........................................................ 3 1.3.2 研究方法 ........................................................ 4 第2章 相关理论和文献综述 ................................................. 6 2.1 顾客满意 ............................................................ 6 2.1.1 顾客满意综述 .................................................... 6 2.1.2 顾客感知价值 .................................................... 6 2.1.3 顾客满意度的影响因素 ............................................ 7 2.2 快递服务和服务质量 .................................................. 7 2.2.1 快递服务 ........................................................ 7 2.2.2 服务质量 ........................................................ 9 2.2.3 相关评测模型 .................................................... 9 第3章 Y公司的顾客满意度 现状 ............................................ 12 3.1 Y公司的发展状况 .................................................... 12 3.1.1 公司简介 ....................................................... 12 3.1.2 运营模式和架构 ................................................. 12 3.1.3 欧亿·体育（中国）有限公司背景和业务规模 ............................................. 14 3.2 Y公司的顾客投诉情况和满意度排名 .................................... 16 3.2.1 目前的服务流程 ................................................. 16 3.2.2 顾客的投诉情况 ................................................. 18 3.2.3 顾客满意度排名 ................................................. 19 第4章 Y公司顾客满意度存在的问题和原因分析 .............................. 20 4.1 设计Y公司顾客满意度调查 问卷 ....................................... 20 4.1.1 构建Y顾客满意度评价指标体系 ................................... 20 4.1.2 设计调查问卷的原则 ............................................. 23 4.1.3 调查问卷的设计 ................................................. 24 4.2 调查问卷数据的统计和分析 ........................................... 25 4.2.1 调查问卷的发放和回收 ........................................... 25 4.2.2 样本基本情况统计和描述分析 ..................................... 25 4.2.3 分析调查问卷结果 ............................................... 30 4.2.4 顾客对Y公司不满意的指标筛选和归类 ............................. 33 4