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1、摘要从理论和实践两个方面对韵达快运顾客满意度测评进行了分析和探讨。先对当前顾客满意理论和快递公司顾客满意度方面的研究进行了系统的梳理和分析。然后，从系统的角度构造了顾客满意度评价系统，构建了适合快递公司的顾客满意度测评模型，并以此为基础建立了评价指标体系，对收集的数据进行分析处理，得出现阶段韵达快运公司的顾客满意度现状。对得出的结论进行比较分析，找出影响现阶段韵达快递公司顾客满意度趋于一般的原因并给出相应的改进措施。关键字：韵达快运；顾客满意度；顾客忠诚度；模糊综合评价法Abstract:Expresscompanycustomersatisfactionassessmenta
2、round,fromtwoaspectsoftheoryandpractice,expresscompanycustomersatisfactionassessmentwereanalyzedanddiscussed.Firsttothecustomersatisfaction,customersatisfactionandexpresscompanytheory,theresearchandanalysisofthesystem.Then,fromthepointofviewofsystemstructureforcustomersatisfaction,constructi
3、ngtheevaluationsystemforexpresscompanycustomersatisfactionassessmentmodelisbuilt,andtheevaluationindexsystemformobilephones,thedataanalysis,thisYunDaexpresscompanycustomersatisfaction.Theconclusionofcomparisonandanalysis,theinfluenceYunDaexpresscompanycustomersatisfactionatthereasonandgivest
4、endstogeneralcorrespondingimprovementmeasure.Keywords:YunDaexpress,Customersatisfaction,Customerloyalty,Fuzzycomprehensiveevaluationmethod目录1绪论21.1论文研究背景及意义21.2国内外研究现状21.3论文研究思路51.4论文研究方法62快递发展现状分析72.1快递发展历程72.2公司简介83顾客满意度113.1顾客满意度定义113.2顾客满意度理论13Opinionsandsuggestionsontheparty'smasslineed
5、ucationalpracticeAccordingtothecentralandprovincial,municipalunifieddeployment,accordingtomunicipalPartycommittee"aboutcarryingouttheparty'smasslineeducationalpracticeactivityinthecity'simplementationopinions,thespiritoftheparty'smasslineeducationalpracticeactivitiesfrom20**inJanuaryto99mont
6、hs,carriedoutatalllevelsofdepartmentsanddirectlyaffiliatedinstitutionsandgrass-rootspartyorganizations.AccordingtomyactualCounty,thecountytocarryouttheeducationpracticeputforwardthefollowingimplementationopinions.First,theoverallrequirementsCountycountyeducationpracticetotheeighteenPartyofei
7、ght,thespiritofthethethirdPlenarySessionofthe18thCPCCentralCommitteeastheguidance,conscientiouslyimplementthespiritofgeneralsecretaryXiJinpingbookseriesofimportantspeech,earnestlyimplementtheCentralCommitteereally,opinionsandadvice><<>,
