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张家口市是河北省的五大物流枢纽城市之一,物流战略地位不言而喻,经济的发展,网络购物的井喷推动快递行业呈现激烈竞争态势。快递企业若想在激烈的市场竞争中争有一席之地,提升核心竞争力,关键取决于顾客满意度。本文通过实证调查张家口市快递行业顾客满意度存在的问题,分析了顾客满意度低的原因,提出“以顾客为核心”的竞争理念,研究了提高顾客满意度的对策,以期促使企业能够积极主动地去面对和提高顾客满意度。
Zhangjiakou City, Hebei Province, one of the five major logistics hub cities, logistics strategic position is self-evident, economic development, online shopping drove the express delivery industry showed a fierce competitive situation. Courier companies in order to fierce competition in the market place to enhance their core competitiveness, the key depends on customer satisfaction. This paper empirically investigates the existing problems of customer satisfaction in courier industry in Zhangjiakou, analyzes the reason of low customer satisfaction, puts forward the competitive philosophy of “customer as the core”, and studies countermeasures to improve customer satisfaction in order to promote the enterprise to Actively face and improve customer satisfaction.