【作者】 于爽；

【导师】 何曙光；

【作者基本信息】 天津大学 ， 工商管理， 2022， 硕士

【摘要】 自2020年第三季度开始,受新冠肺炎疫情的影响,全球运力不足和集装箱紧缺,加之港口封锁,导致集装箱航运运价一直持续增长,随之影响客户对于集装箱航运企业的满意度。对于航运企业而言,为客户提供优质的服务有利于企业在市场竞争中吸引更多的客户。在过去几年运力过剩的环境中,A公司天津分公司在当地的竞争力一直处于一般水平。因此,面对目前集装箱紧缺而运价居高不下的情况,公司既迎来了机遇也迎来了挑战。只有提高客户的满意度,才能吸引更多客户,提高公司在当地航运市场中的竞争水平。本文以A公司天津分公司为研究对象,首先总结与分析客户满意度相关理论与研究现状。其次,详细分析了研究对象的运营环境与服务现状。再次,以美国满意度指数模型(ACSI模型)为基础,结合研究对象的集装箱海运出口运输的相关业务和服务范围,构建了A公司天津分公司客户满意度模型并设计出客户满意度测评体系。问卷调查选取出口客户作为调查对象,在收集问卷结果后,对结果数据进行了一系列的统计分析。最后,运用回归分析验证了模型的假设均成立,同时找到客户满意度调查中的问题。根据分析结果提出A公司天津分公司客户满意度的改进策略,包括提升内部人员职业素养与技能,完善网络平台建设,加强航线的开发与利用,提供可靠服务、提高价格优势,个性化服务不同类型的客户。更多还原

【Abstract】 Since the third quarter of 2020,the impact of COVID-19(Corona Virus Disease2019)has led to the shortage of global capacity and shortage of containers,as well as the port blockade,resulting in continuous growth in container shipping freight rates.Furthermore,it affects the customer’s satisfaction with container shipping enterprises.For shipping enterprises,providing customers with high-quality services is conducive to attracting more customers in the market competition.In the environment of excess shipping capacity in the past few years,the local competitiveness of A Company Tianjin Branch has been at the general level.Therefore,in the face of the current shortage of containers and high freight rates,it is both an opportunity and a challenge.Only by improving customer satisfaction can the company attract more customers,as well as improve the company’s competitive level in the local shipping market.Taking A Company Tianjin Branch as the research object,this thesis first summarizes and analyzes the relevant theories and research status of customer satisfaction.Secondly,it analyzes the operation environment and service status of the research object in detail.Thirdly,based on the American Satisfaction Index model(ACSI model),combined with the relevant business and service scope of container shipping export transportation,this thesis constructs the customer satisfaction model and designs the customer satisfaction evaluation system of A Company Tianjin Branch.After collecting the questionnaire results,a series of statistical analysis was carried out.Finally,regression analysis is used to verify the assumptions of the model,and find the problems in the customer satisfaction survey.According to the analysis results,this thesis puts forward the improvement strategies of customer satisfaction of A Company Tianjin Branch,including improving the professional quality and skills of internal personnel,improving the construction of network platform,strengthening the development and utilization of liner routes,providing reliable services and improving price advantages,and as well as offering personalized services to different types of customers.更多还原