关键词: postal service; EMS; customer satisfaction; index system; design; hierarchical structure

Abstract: This paper discusses the design of a customer satisfaction measurement index system of express 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. 15 Refs. In English.

Key words: postal service; EMS; customer satisfaction; index system; design; hierarchical structure