DocumentCode
2974764
Title
The Customer Satisfaction Assessment Research of YTO Express Wuchang Branch
Author
Li Yi-ke ; Xiong Ying
Author_Institution
Sch. of Econ. & Manage., China Univ. of Geosci., Wuhan, China
fYear
2011
fDate
12-14 Aug. 2011
Firstpage
1
Lastpage
4
Abstract
Based on the customer satisfaction theory and previous research, this paper has carried out research on the customer satisfaction of Yuantong Express Wuchang Branch(YEWB) from micro-level perspective; constructed the customer satisfaction assessment model and used questionnaire survey combined with analytical hierarchy process to carry out customer satisfaction calculation as well as propose improvement suggestions and methods on the basis of customer satisfaction status.
Keywords
customer satisfaction; postal services; YTO express Wuchang branch; Yuantong express Wuchang branch; analytical hierarchy process; customer satisfaction assessment model; customer satisfaction assessment research; customer satisfaction calculation; customer satisfaction status; Companies; Customer satisfaction; Logistics; Software reliability; Standards;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2011 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-6579-8
Type
conf
DOI
10.1109/ICMSS.2011.5998761
Filename
5998761
Link To Document