Design of Customer Satisfaction Measurement Index System of EMS Service

作     者：LIU Hong-yu LI Jian GE Yun-xian 

作者机构：Technical Section Shijiazhuang Post and Telecommunication Technical College Shijiazhuang 050021 P.R. China 

出 版 物：《The Journal of China Universities of Posts and Telecommunications》 (中国邮电高校学报（英文版）)

年 卷 期：2006年第13卷第1期

页      码：109-113页

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.

主 题 词：postal service EMS customer satisfaction index system design hierarchical structure 

学科分类：0202[经济学-财政学类] 02[经济学] 020205[020205] 

核心收录：

D　O　I：10.1016/S1005-8885(07)60093-4

馆 藏 号：203138326...