| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-8页 |
| LIST OF ABBREVIATIONS | 第8-17页 |
| 1 INTRODUCTION | 第17-22页 |
| 1.1 Research background | 第17-18页 |
| 1.2 Research objective and significance | 第18-19页 |
| 1.2.1 Research objective | 第18页 |
| 1.2.2 Research significance | 第18-19页 |
| 1.3 Research methodology | 第19页 |
| 1.4 Research contents and logical structure | 第19-22页 |
| 2 LITERATURE REVIEW | 第22-39页 |
| 2.1 Related theories in customer satisfaction | 第22-30页 |
| 2.1.1 The meaning of customer satisfaction | 第22-24页 |
| 2.1.2 Customer Satisfaction Index | 第24页 |
| 2.1.3 Customer Satisfaction Index Model | 第24-30页 |
| 2.2 Research status | 第30-32页 |
| 2.3 Analytical approaches of customer satisfaction degree | 第32页 |
| 2.4 Customer satisfaction evaluation system for freight forwarding industry | 第32-39页 |
| 2.4.1 Customer satisfaction evaluation model for freight forwarding industry | 第32-34页 |
| 2.4.2 The setup of customer satisfaction evaluation system for freight forwarding industry | 第34-39页 |
| 3 INTRODUCTIONS ON FREIGHT FORWARDING INDUSTRY AND CURRENT STATUS OF P COMPANY | 第39-56页 |
| 3.1 Introduction on freight forwarding industry | 第39-42页 |
| 3.1.1 Freight forwarding industry development history | 第39-41页 |
| 3.1.2 Current status and main challenges faced by Chinese freight forwarding industry | 第41-42页 |
| 3.2 Current status of P Company | 第42-56页 |
| 3.2.1 Introduction on P Company | 第42-46页 |
| 3.2.2 Introduction on business status of P Company | 第46-52页 |
| 3.2.3 Introduction on customer structure of P Company | 第52-54页 |
| 3.2.4 Competition status and challenges faced by P Company | 第54-56页 |
| 4 CUSTOMER SATISFACTION EVALUATIONS AND ANALYSIS OF P COMPANY | 第56-69页 |
| 4.1 Customer satisfaction evaluation system of P Company | 第56-61页 |
| 4.1.1 The structure of the evaluation index | 第56-57页 |
| 4.1.2 The quantification of evaluation index and weight calculation | 第57-61页 |
| 4.2 The collection and analysis of customer satisfaction data | 第61-67页 |
| 4.2.1 The design of questionnaire and collection of survey data | 第61-64页 |
| 4.2.2 Reliability analysis of survey data | 第64页 |
| 4.2.3 The fuzzy comprehensive analysis of survey data | 第64-67页 |
| 4.3 Summary analysis of P Company’s customer satisfaction evaluation results..51 | 第67-69页 |
| 5 STRATEGIES FOR P COMPANY’S CUSTOMER SATISFACTION PROMOTION | 第69-80页 |
| 5.1 The improvement of service quality | 第69-74页 |
| 5.1.1 Setup incentive mechanism of customer service department | 第69-73页 |
| 5.1.2 Enhance training to improve staff qualification | 第73-74页 |
| 5.2 The setup of customer complaint management system | 第74-80页 |
| 5.2.1 Service remedy mechanism | 第74-76页 |
| 5.2.2 Customer complaint management mechanism | 第76-80页 |
| 6 CONCLUSIONS AND PROSPECTS | 第80-82页 |
| 6.1 Conclusions | 第80-81页 |
| 6.2 Prospects | 第81-82页 |
| REFERENCES | 第82-85页 |
| APPENDIX | 第85-88页 |
