# 快递公司顾客满意度影响因素的层次分析——以广东外语外贸大学南校区为例AHP Research on Factors Influencing Customer Satisfaction of Express Companies —Based on the Sample of South Campus of Guangdong University of Foreign Studies

DOI: 10.12677/MM.2019.96101, PDF, HTML, XML, 下载: 410  浏览: 2,209

Abstract: In this paper, four express companies providing express services in the university town, SF express, YUNDA express, YTO express and EMS, were selected as the research objects to study and investigate the factors that affect customer satisfaction of the four companies and their weights, and the questionnaire samples in the university town were analyzed with analytic hierarchy process. The samples were analyzed through building a satisfaction assessing system of three levels with five indicators on the criterion layer and ten indicators on the sub-criterion layer. The results show that the influence of price level on satisfaction is not the primary factor, and the weight of transportation speed, loss of goods in transit and delivery coverage reaches the first three of the ten index factors. At the same time, there is a certain gap between the customer's expectation of each indicator factor and the actual performance of these factors. Therefore, it can be concluded that in addition to focusing on the traditional indexes such as price that affects customer satisfaction, the three indexes above, such as transportation speed, which account for a large proportion and are related to the quality of express service, should also be given priority attention by enterprises when they are trying to improve customer satisfaction and enhance competitiveness. Finally, based on the survey data and analysis in this paper, paying more attention to the change of customer demand as well as narrowing the gap between customer expectation and the actual performance of relevant indicators and factors will become the first task of the express companies.

1. 引言

2. 文献综述

2004年连漪与汪侠关于旅游地顾客满意度测评指标的研究中参照ACSI模型的因果关系模型原理建立了TDSCI测评模型，探究了顾客满意度与顾客期望等相关变量之间的关系，该模型中拟将顾客期望、顾客感知质量和顾客感知价值作为三个前提变量，产生顾客的满意度、顾客忠诚和顾客抱怨作为输出变量。并得出了前提变量对输出变量有直接影响的结论，其中顾客感知质量与顾客感知价值与顾客的满意度呈正相关关系；顾客期望值与顾客满意度呈负相关关系 [2]。

2006年查金祥与王立生关于网络购物顾客满意度影响因素的实证研究中进一步作出了服务质量与顾客期望共同决定顾客满意度的结论。同时，在该研究中也强调了安全性对于顾客满意度的重要性，这也是物流行业能够借鉴的 [3]。

3. 变量的选择与定义

4. 民营快递企业客户满意度评价体系的构建

4.1. 满意度指标体系及层次结构的确立

Table 1. System for the assessment of private-owned express company’s customer satisfaction

Table 2. The relative importance of the factor and its assignment

4.2. 计算权重并进行一致性检验

${W}_{i}=\frac{1}{n}\underset{j=1}{\overset{n}{\sum }}\left[{a}_{ij}/\underset{k=1}{\overset{n}{\sum }}{a}_{kj}\right]$

$CI={\lambda }_{\mathrm{max}}-n/n-1$

5. 权重评判结果

Table 3. Mutual factor weights of sub-target layer A to total index layer O

(A1：价格水平；A2：服务水平A3：业务水平A4：安全性A5：时效性。)

Table 4. Mutual factor weights of criterion layer C to sub-target layer A1

(C1：价格合理。)

Table 5. Mutual factor weights of criterion layer C to sub-target layer A2

(C1：取送件态度C2：投诉处理C3：物流信息更新。)

Table 6. Mutual factor weights of criterion layer C to sub-target layer A3

(C1：运输物品多样化C2：投递覆盖范围。)

Table 7. Mutual factor weights of criterion layer C to sub-target layer A4

(C1：物件无丢失C2：物件无损坏。)

Table 8. Mutual factor weights of criterion layer C to sub-target layer A5

(C1：取件响应时间C2：运输速度。)

Table 9. Average random consistency index

Table 10. Index weight coefficient of each level

6. 对于国内四家主要民营快递公司客户满意度的实证研究

Cronbach α = 0.974，介于0.9~1之间，说明问卷信度较高；

Table 11. Satisfaction scores of four express delivery companies in university town

Table 12. The comparison between degree of satisfaction and importance of each index factor

7. 结论

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