Design of Customer Satisfaction Measurement Index System of EMS Service

被引：8

作者：

LIU Hong-yu

机构：

来源：

TheJournalofChinaUniversitiesofPostsandTelecommunications | 2006年 / 01期

关键词：

postal service; EMS; customer satisfaction; index system; design; hierarchical structure;

D O I：

暂无

中图分类号：

F637.12 [];

学科分类号：

0202 ; 020205 ;

摘要：

This paper discusses the design of a customer satisfaction measurement index system of erpress mail service. It presents objectives and principles of the design based on hierarchical structures. We have devised a diagram for modeling customer satisfaction, and a detailed analysis of customer satisfaction is conducted. This paper presents our customer satisfaction model and analysis results.

引用

页码：109 / 113

页数：5