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
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;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998761
