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MBA硕士毕业论文_ZJDS客户满意度研究

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文本描述
ZJDS Customer satisfaction research
A Master Thesis Submitted to
University of Electronic Science and Technology of China
Discipline: Master of Business Administration
Author: Liu FuGang
Supervisor: Associate Professor Duan Gang
School: School of Management and Economics of UESTC
独创性声明
本人声明所呈交的学位论文是本人在导师指导下进行的研究工作
及取得的研究成果。据我所知,除了文中特别加以标注和致谢的地方
外,论文中不包含其他人已经发表或撰写过的研究成果,也不包含为
获得电子科技大学或其它教育机构的学位或证书而使用过的材料。与
我一同工作的同志对本研究所做的任何贡献均已在论文中作了明确的
说明并表示谢意
作者签名:日期:年 月 日
论文使用授权
本学位论文作者完全了解电子科技大学有关保留、使用学位论文
的规定,有权保留并向国家有关部门或机构送交论文的复印件和磁盘,
允许论文被查阅和借阅。本人授权电子科技大学可以将学位论文的全
部或部分内容编入有关数据库进行检索,可以采用影印、缩印或扫描
等复制手段保存、汇编学位论文
(保密的学位论文在解密后应遵守此规定)
作者签名:导师签名:
日期: 年 月 日
摘要
I
摘要
近年来由于电子商务的发展,快递量也非常迅猛的增长,为解决“最后一百米”
投递问题,智能快递柜应运而生。ZJDS是2014年底成立的,目的是为了探索O2O
微物流发展新模式,希望通过快递柜平台自身独特优势,为电商提供端到端快递
交付及信息服务,发挥贴近小区业主的优势,最大限度减少线上线下的中间物流
环节,降低物流成本,服务消费者
在这个新兴行业中,如何应对快速竞争局面,确保企业的持续发展,ZJDS需
要理清企业的运营思路,把导流与留住客户更紧密的联系在一起,增强柜端与人
之间的黏性,加大对客户资源的管理力度,有效利用客户资源。因此,ZJDS公司
必须通过客观、系统、专业的评价自身的客户满意度,寻找运营管理中存在的问
题,调整措施和策略,来逐步提高客户满意度,最后提高公司的市场竞争力,而
本文所研究的目的就是通过理论与实际结合,并通过数据分析力争达到该目标
本文从国内外的客户满意理论研究开始,通过行业通用满意度模型确定满意
度指标,再根据ZJDS运行的实际状况,来确定自身的客户满意度模型,然后分析
建立了快递柜运营企业的客户满意度测评体系的运作方法,并利用客户满意赋权
法分配相应的指标权重。其次,根据公司客户服务的实际运作情况,另外对未来
运作发展的要求,通过了初步的调查,对相应指标进行量化,设计了客户满意度
调查问卷。再次,根据6000多份调查问卷的统计,通过有效的量化分析和检验,
更准确地把握形势,在客户关系管理挖掘的问题上,比较准确的知道了ZJDS的客
户满意度实际情况。最后,针对以上发现的问题,本文采用了因果分析、比较分
析等方法,结合内外部宏观和微观的原因,给出了一种非常可行的提高顾客满意
度的具体措施。因此,一套可行的客户关系管理思想以及管理方法可以有效地应
用到企业的运作,有利于提高市场竞争力
关键词:持续发展,满意度研究,客户关系管理,快递柜运营企业
ABSTRACT
II
ABSTRACT
With the rapid development of e-commerce, express service has a rapid growth
trend. In order to solve the last one hundred meters and improve delivery efficiency,
intelligent courier cabinet came into being. ZJDS is set up by the end of 2014, the
purpose is to explore the new development model of O2O micro logistics, hope by
courier cabinet platform of their own unique advantages, to provide end-to-end express
delivery and information services for the business, Play close to the advantages of
residential owners, Minimize the intermediate logistics links online and offline,
reduce logistics costs, service consumers.
In this industry, how to deal with the rapid competition situation, to ensure the
sustainable development of enterprises, ZJDS enterprises need to sort out ideas for the
operation, the diversion and retain customers closer together, enhance the stickiness
between cabinet end and the increase of customer resource management, effective use
of customer resources. Therefore, ZJDS company must through objective and
professional evaluation system, the customer satisfaction, find the existing problems in
the management of the operation, adjustment measures and strategies, to gradually
improve customer satisfaction, finally improve the market competitiveness of the
company. The purpose of this paper is to combine theory with practice, and to achieve
this goal through data analysis.
This paper starts from the study of domestic and foreign customer satisfaction
theory, determine the satisfaction index by general satisfaction model, according to the
actual situation of ZJDS operation, to determine the customer satisfaction model of its
own, and then analyze the established business Express cabinet customer satisfaction
evaluation system and operation method, weighting method of index weight distribution
corresponding with the customer satisfactory. Secondly, according to the actual
operation of the company's customer service, in addition to the future development of
the operation requirements, through a preliminary survey, the corresponding indicators
quantified, the design of customer satisfaction questionnaire. Again, according to the
more than 6000 questionnaires and statistics, through quantitative analysis and test,
more accurately grasp the situation, the customer relationship management problems in
mining, accurately know the actual situation of customer satisfaction ZJDS. Finally, in。