Study on Customer Satisfaction of Express Enterprises Based on AHP-FCE
Express industry, a fast-developing sector, is facing increasingly fierce competition. As a service industry, the aim of express enterprises is to satisfy customers. Therefore, it’s necessary to apply quantitative analysis on customer satisfaction of expr
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Study on Customer Satisfaction of Express Enterprises Based on AHP-FCE Hai-yan Qi and Jiang-bo Zheng
Abstract Express industry, a fast-developing sector, is facing increasingly fierce competition. As a service industry, the aim of express enterprises is to satisfy customers. Therefore, it’s necessary to apply quantitative analysis on customer satisfaction of express companies. For this reason, this article established the express enterprise customer satisfaction evaluation model and the customer satisfaction index system. Then this article applied the model to an express enterprise and evaluated its customer satisfaction using Analytic Hierarchy Process and Fuzzy Comprehensive Evaluation. In this way, this article provides an effective method and tool for express enterprises to identify customers’ demand precisely as well as enhancing their competitiveness. Keywords AHP • Customer satisfaction • Express • Fuzzy comprehensive evaluation
81.1 Introduction The express industry started late in China. It’s not until 1980 that China Post set up Express Mail Service. In 1993, SF Express and STO Express set up in Pearl River Delta and Yangtze River Delta respectively. In early 1994, ZJS Express was
Foundation: This paper is sponsored by the Research & Development Fund of Shenzhen Science and Technology (JC201105201194A). H. Qi () School of Management, Shenzhen polytechnic, Shenzhen, China e-mail: [email protected] J. Zheng School of Management, Jinan University, Guangzhou, China e-mail: [email protected]
E. Qi et al. (eds.), The 19th International Conference on Industrial Engineering and Engineering Management, DOI 10.1007/978-3-642-37270-4 81, © Springer-Verlag Berlin Heidelberg 2013
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founded in Beijing. Since the 1990s, with the booming of the economy in our country, the social economic activities are increasing. Against this background, people are becoming more and more demanding on delivery time. Not only documents and parcels, but items of high-value, low volume and customized are being delivered by express companies now. It’s reported that there are more than 10,000 express enterprises in our country, which can be divided into three categories, stated-own companies, foreign companies and private companies. At present, the category of private express enterprise is the largest for there are more than 2,000 business entities and about 7,000 branches in this category. In recent years, the thriving rise of e-commerce brings dramatically growth to the express industry. While the express industry is growing rapidly and keeps bringing benefits to consumers and the society, express companies are encountering bottlenecks and defections. Customers are more demanding on express service and competition among express enterprises are intensifying. Therefore, understanding the needs of customers accurately, enhancing service continually and improving customer satisfaction are essential for an enterprise to march toward success in today’s competitive market place. For this reason, this research est
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