快递服务顾客满意度影响因素研究

his paper attempt to research the factors of customer satisfaction of express service enterprise on the background of the express industry which is rising gradually, through the questionnaire survey by 400 users in Beijing. Firstly, the paper introduces the meaning of customer satisfaction simply, and summary the five important factors which affect the industry of express service, connected with its own characteristics. Then, the empirical research model was constructed from user's actual situation in Beijing. The study suggest that the price, service levels and corporate image are important factors affecting customer satisfaction. In contrast, service expectations and value perception are not the significant factors to customer satisfaction. This paper plays a constructive role in how to improve service quality for express service enterprise, through analyzing the weight of customer satisfaction factors.