北明快运公司客服满意度研究山东科技大学学士学位论文摘要近年来，虽然快运公司的业务量不断增加，但是快运公司的服务质量却并未有明显的改善，“服务态度差”、“快件延误”、“货物丢失”、“物件损坏”等快递投诉事件频繁。如何在加强企业内部管理和有效满足顾客服务的基础上提高企业的竞争能力，是当前众多快递运输企业亟待解决的问题，如何提高物流企业服务质量成为了新的讨论热点。本文首先对北明快运公司服务质量管理进行差异分析，发现内外部客户对服务的评价存在着差异。在此基础上，以客户为导向，通过对客户满意度的调查，建立服务质量评价指标模型，对北明快运公司服务质量做出客观的评价，并利用满意度重要性矩阵对评价结果进行分析，找出公司服务亟待修复的环节，最后从客户关系管理，改善取件速度以及内部员工满意度等几个方面就提高客户满意度，提出改进的对策和建议，为实现由普遍物流服务向专业化物流服务的转变提供了可行的应用措施。关键词:快递企业；服务质量；评价体系；客户满意度ResearchONSatisfactionStudyOfBeiMingExpressCompanyAbstract：Inrecentyears,althoughexpresscompany'svolumeofbusinessisincreasing,butexpressservicequalityhavenotimprovedsignificantly,suchas:"poorattitude","shipmentdelay"and"loss","objectdamage",expresscomplaintsareveryfrequent.Howtostrengtheninternalmanagementandrespondingeffectivelytocustomerserviceonthebasisofimprovingthecompetitivenessofenterprises,iscurrently,manytransportationcompaniestosolveproblems,howtoimprovetheservicequalityoflogisticsenterprisesbecamethenewhottopic.FirstlytheBeiMingExpressCompany'sservicesqualitymanagementgapanalysisandfoundthatthereisadifferenceininternalandexternalcustomerservice.Basedonthis,orientedtothecustomer,throughoncustomersatisfactiondegreesofsurvey,establishedservicequalityevaluationindicatorsmodel,onBeiMingExpressCompanyservicequalitymadeobjectiveofevaluation,andusingsatisfactiondegreesaimportancematrixonevaluationresultsforanalysis,findcompanyserviceurgentlyrepairoflinks,atlast,improvedtakepiecesspeedandinternalemployeessatisfactiondegreesfromcustomerrelationshipmanagement,improvecustomersatisfactiondegreesonseveralaspects,proposedcountermeasuresandrecommendsofimproving.AcasestudyofQingdaoBeiMingExpressCompany,detaileditscustomersatisfactionsurvey,andcustomerservicequalityanalysisatChinaandabroad,achievedchangesfromcommonlogisticsservicestoprofessionallogisticsservicesprovidespracticalapplicationmeasures.KeyWords:Express;ServiceQuality;Evaluationsystem;CustomerSatisfactory目录1绪论……………………………………………………………………11.1问题的提出……………………………………………………………………11.2国内外研究现状