| 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17-25页 |
| 1.1 Research background and significance | 第17-22页 |
| 1.1.1 Research background | 第17-21页 |
| 1.1.2 Research significance | 第21-22页 |
| 1.2 Research methodology | 第22-23页 |
| 1.3 Research framework | 第23-25页 |
| 2. Literature review | 第25-41页 |
| 2.1 Relevant theory about customer satisfaction | 第25-28页 |
| 2.1.1 SERVQUAL | 第25页 |
| 2.1.2 KANO | 第25-26页 |
| 2.1.3 CSI | 第26-28页 |
| 2.2 Relevant theory about value chain | 第28-32页 |
| 2.2.1 The value chain | 第28-29页 |
| 2.2.2 The value chain of express enterprise | 第29-32页 |
| 2.3 The relevant researches on express service and express enterprise customer satisfaction | 第32-40页 |
| 2.4 The conclusion | 第40-41页 |
| 3. The present situation of Customer Satisfaction in S Company | 第41-48页 |
| 3.1 Current situation of express industry in China | 第41-43页 |
| 3.2 Introduction about S Company and its main services | 第43-45页 |
| 3.2.1 Introduction about S Company | 第43-45页 |
| 3.2.2 Introduction of S company's main express product | 第45页 |
| 3.3 Customer Satisfaction status of S company's express business | 第45-48页 |
| 4. Analysis on customer satisfaction of S Company's express business in Guangzhou | 第48-77页 |
| 4.1 Selection of index and determination of weight for customer satisfaction evaluation of S Company's express service in Guangzhou | 第48-54页 |
| 4.1.1 Selection and Quantification of customer satisfaction Index | 第48-51页 |
| 4.1.2 Setting the weight of customer satisfaction Index | 第51-54页 |
| 4.2 The design and implementation of the questionnaire for customer satisfaction evaluation | 第54页 |
| 4.3 The data analysis on customer satisfaction of S Company's express businessin Guangzhou | 第54-69页 |
| 4.3.1 Sample profile analysis | 第54-55页 |
| 4.3.2 The analysis on reliability and validity of questionnaire | 第55-57页 |
| 4.3.3 The customer satisfaction on S Company's express business in Guangzhou | 第57-59页 |
| 4.3.4 The analysis on specific index of customer satisfaction evaluation of S Company's express business in Guangzhou | 第59-65页 |
| 4.3.5 The analysis on customer satisfaction of different express product of S Company in Guangzhou | 第65-69页 |
| 4.4 The factors influencing customer satisfaction on S Company's express business in Guangzhou | 第69-77页 |
| 4.4.1 The higher express freight than other private express enterprises | 第70-73页 |
| 4.4.2 The less stable service quality of grass-root employees | 第73-75页 |
| 4.4.3 Low treatment efficiency in packages with problems or claims | 第75-77页 |
| 5. Improvement suggestion for Customer Satisfaction of the S Company's express service in Guangzhou | 第77-89页 |
| 5.1 Improving perceived quality of customers for different express service | 第77-80页 |
| 5.2 Reducing operating costs | 第80-81页 |
| 5.3 Optimization of the training and incentive mechanism for grass roots staff | 第81-86页 |
| 5.3.1 Optimization of orientation for grass roots employees | 第82-83页 |
| 5.3.2 Optimization of performance appraisal for grass roots staff | 第83-86页 |
| 5.3.3 Optimization of incentive mechanism for grass roots staff | 第86页 |
| 5.4 Improving complaints' handling to express good service will | 第86-89页 |
| 6. Conclusion and limitation | 第89-92页 |
| 6.1 Conclusion | 第89-90页 |
| 6.2 Limitation and prospect | 第90-92页 |
| 6.2.1 Limitation | 第90页 |
| 6.2.2 Prospect | 第90-92页 |
| Bibliography | 第92-96页 |
| 附录一 快递业务满意度测评指标权重调查表（问卷一） | 第96-99页 |
| 附录二 S公司广州地区快递业务满意度调查（问卷二） | 第99-103页 |
| 附录三 访谈问题列表 | 第103页 |
