5.4 Taking customer as center.16

5.5 Collecting and analyzing customer satisfaction information16

Conclusion.18

Acknowledgements19

References..20

Appendix21 

Research on Customer Satisfaction of Shentong Express Delivery—Take Students at Normal University as an Example

Chapter One Introduction

1.1 Research background

With the popularity of online shopping among college students, more and more express companies see this business opportunity, so they begin to choose to enter the university district to share this big cake of express market in colleges and universities. In order to hold a dominant position in this market, STO must understand its image and status of enterprise service in college students and improving the logistics level of enterprise is an inevitable choice to gain the competitive advantage. These are the means of occupying the express market in colleges and universities for STO.

More and more express companies spring up, and in these express companies, STO is a formal one. Besides, STO has higher penetration rate in Normal University, so I chose STO as the research object. Our survey shows that reason for using express is mostly online shopping, because the majority of students in Normal University are girls, the frequency of using express is higher and the survey of the data is much more convincing.

At present, the research on customer satisfaction mainly has had the following aspects:

(1) Establish the mathematical model of customer satisfaction index.

(2) Classify departments, industries and enterprises involved in measurement of satisfaction index

(3) Take STO as the object to do a survey of customer satisfaction, collecting and analyzing data.

(4) Compile statistical analysis program and calculate the customer satisfaction index of STO.

But there are some shortcomings: The research on the theory of customer satisfaction and the index system of customer satisfaction in our country is not deep enough. The research method used by our country is based on the American ACSI. Therefore, it should be based on that to combine with our traditional culture and carry out deep research on the basis of customer psychology. After rigorous scientific demonstration and empirical analysis, make our country's CCSI system more perfect from the theory of deepening the understanding of customer satisfaction then form a systematic theory and provide a more rigorous calculation method.