论文总字数：28270字

摘 要

全球经济的复苏及我国电子商务贸易的稳步增长，推动了物流行业的发展，而在愈发激烈的市场竞争中，行业的升级与公司的优胜劣汰正在不断上演。现阶段，快递公司在运输服务、配送服务及售后服务中存在很多服务质量问题，而消费者对服务的要求越来越高，服务质量问题已经成为制约快递企业发展的主要瓶颈。本文将以顺丰速运公司为例，对快递服务质量进行评价，探讨我国物流企业面临的各种各样的问题及挑战并给出相应的解决方案。

本文首先简要介绍了其选题的背景及其重要意义,总结了顺丰速运的发展与其现状;在提供服务质量衡定指标的基础上,结合目前我国快递服务行业的实际情况,设计了基于客户满意度的顺丰速运服务质量调查问卷。对问卷进行了发放与收集,并对样本资料进行了描述性统计及可靠性分析。最后,针对调研问卷所获取的调研资料和数据进行了整理,运用层次分析方法对顺丰速运的快递服务质量情况进行评价与分析,找出了顺丰速运在其服务质量控制中可能存在的一些问题，并提出建议与策略。当然，学术界及行业界有很多关于此类问题的讨论，本文也将参考前人的研究成果，再结合顺丰速运的实际情况展开分析研究，希望通过理论与实际的结合找到一条适合我国物流企业的发展之路。

关键词：客户满意度；服务质量；顺丰速运；快递企业

Customer Satisfaction Analysis of SF Express

Abstract

The recovery of the global economy and the steady growth of China"s e-commerce trade have promoted the development of the logistics industry. However, in the increasingly fierce market competition, the upgrading of the industry and the survival of the fittest of companies are constantly staged.At present, express delivery companies have many service quality problems in the transportation service, distribution service and after-sales service, and consumers have higher and higher requirements for service. Service quality problems have become the main bottleneck restricting the development of express delivery companies.This paper will take SF Express as an example to evaluate the quality of express service, discuss various problems and challenges faced by logistics enterprises in China and give corresponding solutions.

Firstly, this paper introduces the background and significance of the topic, and summarizes the development and current situation of SF Express.Then, based on the service quality scale, combined with the characteristics of China"s express industry, this paper designs the service quality questionnaire of SF Express based on customer satisfaction, issues and collects the questionnaire, and carries out descriptive statistical analysis and reliability analysis on the obtained sample data.Finally, according to the survey data obtained from the questionnaire, the paper uses AHP to evaluate and analyze the express service quality of SF Express, finds the problems existing in the service quality management of SF Express, and puts forward suggestions and strategies.Of course, there are many discussions on such issues in the academic and industrial circles. This paper will carry out analysis and research by referring to previous research results and combining with the actual situation of SF Express, hoping to find a development path suitable for China"s logistics enterprises through the combination of theory and practice.

Keywords: Customer satisfaction; Quality of service; SF Express; Courier companies

目 录

摘 要 2

Abstract 3

第一章 绪 论 5

1.1 研究背景 5

1.2研究意义 5

1.3 研究内容及方法 6

1.4 论文框架 7

第二章 相关文献综述 8

2.1 关于顺丰速运的文献综述 8

2.2 关于客户满意度的文献综述 8

2.3关于物流企业客户满意度的文献综述 9

2.4综述小结 10

第三章 顺丰速运客户满意度评价指标体系的构建 11

3.1 顺丰速运的发展历程 11

3.2 顺丰速运的现状 12

3.3 顺丰速运客户满意度影响因素的分析 12

3.4 满意度评价指标描述 13

第四章 问卷调研与描述性统计 14

4.1 问卷调查 14

4.2 描述性统计分析 15

4.3 信度效度检验 16

4.4用户对顺丰速运的满意度分析 17

4.5结果分析 21

第五章 提高顺丰速运客户满意度建议 22

5.1有形性方面的提升措施 22

5.2确实性方面的提升措施 22

5.3关怀性方面的提升措施 22

5.4可靠性方面的提升措施 23

5. 5回应力方面的提升措施 23

结 论 24

致 谢 25

参考文献 26

附录 顺丰速运客户满意度调查问卷 27

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