Study on customer satisfaction of express enterprises based on AHP-FCE

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. © 2013 Springer-Verlag Berlin Heidelberg.