IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-642-37270-4_81.html
   My bibliography  Save this book chapter

Study on Customer Satisfaction of Express Enterprises Based on AHP-FCE

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Hai-yan Qi

    (Shenzhen polytechnic)

  • Jiang-bo Zheng

    (Jinan University)

Abstract

Express industry, a fast-developing sector, is facing increasingly fierce competition. As a service industry, the aim of express enterprises is to satisfy customers. Therefore, it’s necessary to apply quantitative analysis on customer satisfaction of express companies. For this reason, this article established the express enterprise customer satisfaction evaluation model and the customer satisfaction index system. Then this article applied the model to an express enterprise and evaluated its customer satisfaction using Analytic Hierarchy Process and Fuzzy Comprehensive Evaluation. In this way, this article provides an effective method and tool for express enterprises to identify customers’ demand precisely as well as enhancing their competitiveness.

Suggested Citation

  • Hai-yan Qi & Jiang-bo Zheng, 2013. "Study on Customer Satisfaction of Express Enterprises Based on AHP-FCE," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 855-864, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-37270-4_81
    DOI: 10.1007/978-3-642-37270-4_81
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-642-37270-4_81. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.