Acta Metallurgica Sinica(English letters)

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Design of Customer Satisfaction Measurement index System of EMS Service

LIU Hong-yu; LI Jian; GE Yun-xian

  

  1. Shijiazhuang Post and Telecommunication Technical College, Shijiazhuang 050021,China
  • Received:2005-06-02 Revised:1900-01-01 Online:2006-03-30
  • Contact: LIU Hong-yu

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

CLC Number: