Research on Application of Evaluation System of Customer Satisfaction with Service Encounter of Express Enterprises

DOI

10.2991/mse-17.2017.70How to use a DOI?

Keywords

Express service; Service encounter; Customer satisfaction

Abstract

The low customer satisfaction and higher complaint rate of express service have become obstacles to the development of many express enterprises. Thus, this paper is intended to focus on customer satisfaction with express services, in particular on the evaluation of customer satisfaction with express service encounter in accordance with the theory of service contract. Specifically, it is planned to summarize the measurement indicators of express service contract and establish an evaluation system of customer satisfaction with express service encounter in combination with the existing literatures and expert opinions. Lastly, suggestions are put forward on how to improve customer satisfaction with services of express enterprises from the perspective of service encounter in accordance with the research conclusions.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yong Luo
AU  - Yun-Mei Li
AU  - Xin Mei
PY  - 2017/10
DA  - 2017/10
TI  - Research on Application of Evaluation System of Customer Satisfaction with Service Encounter of Express Enterprises
BT  - Proceedings of the 3rd Annual 2017 International Conference on Management Science and Engineering (MSE 2017)
PB  - Atlantis Press
SP  - 298
EP  - 302
SN  - 2352-5428
UR  - https://doi.org/10.2991/mse-17.2017.70
DO  - 10.2991/mse-17.2017.70
ID  - Luo2017/10
ER  -