Chapter
Apr 26, 2012
Performance Evaluation of Core Competitiveness of Express Company Based on Customer Satisfaction Index
Authors: Yuhao Liu [email protected], Hu Min [email protected], and Qifan Hu [email protected]Author Affiliations
Publication: ICLEM 2010: Logistics For Sustained Economic Development: Infrastructure, Information, Integration
Abstract
The purpose of this study is to evaluate the performance of two core competitiveness of express company, process management and informatization. An express company located on Chengdu, China is selected as a sample, which is the subject of this study. This paper refers to ECSI (Europe Customer Satisfaction Index), by analyzing and modifying ESCI and then a developed customer satisfaction index is obtained. The data for this study is collected from the questionnaire sent to customers. The analysis indicates that the two core competitiveness exert a great influence on the express company's performance. The research finds that the ratio of profits which are contributed by the process management and informatization to the express company's total profits is 28.3%.
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© 2010 American Society of Civil Engineers.
History
Published online: Apr 26, 2012
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ASCE Technical Topics:
- Business management
- Client relationships
- Computing in civil engineering
- Data collection
- Engineering fundamentals
- Financial management
- Freight transportation
- Information management
- Information Technology (IT)
- Infrastructure
- Logistics
- Methodology (by type)
- Practice and Profession
- Profits
- Research methods (by type)
- Transportation engineering
- Transportation management
Authors
Affiliations
Collage of Logistics, Southwest Jiaotong University, P.O. Box 610031, Chengdu, China.E-mail: [email protected]
Collage of Logistics, Southwest Jiaotong University, P.O. Box 610031, Chengdu, China.E-mail: [email protected]
College of Business Administration, Nanchang Institute of Technology, P.O. Box 330099, Nanchang, China.E-mail: [email protected]
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