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Study on Customer Satisfaction Degree of Shipping Companies under E-Commerce

Author: WangYongPing
Tutor: YanHaiFeng
School: East China University of Science and Technology
Course: Business Administration
Keywords: E-Commerce International Container shipping customer satisfaction degree
CLC: F713.36;F560.6
Type: Master's thesis
Year: 2012
Downloads: 116
Quote: 0
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Abstract


With the worldwide market competition deterioration and under the uncertainty of global economy, profits of all international shipping companies fluctuate violently, so it is of paramount significance for the survival of each international shipping company to cut down its operating cost. To cut down the operating cost, it is important to improve the communication efficiency of relevant parties of the international container shipping industry and to cut down human resource cost and E-commerce is just an important means to improve the communication efficiency and cut down human resource cost. Therefore, e-commerce will be the trend for the development of international container shipping industry in future.The writer treats international shipping company A as the object of the study and analyses the factors resulting in the decrease of customer satisfaction degree. By studying customer satisfaction theory as well as the analysis of customer survey and survey results, the writer finds out the reason why the fluctuation of customer satisfaction degree has happened to international shipping company A under E-commerce circumstance, demonstrates main factors influencing customer satisfaction degree, and eventually raises the suggestions to improve customer satisfaction degree so as to define the important role that E-commerce plays in the international shipping industry. The writer wishes that shipping companies can make use of the suggestions to optimize E-commerce process in daily works and to improve customer satisfaction degree under the tendency of E-commerce so as to procure the reputation and supports from the customers.

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CLC: > Economic > Transportation and economic > Air transport and economic > Air transport economic theory > Shipping business organization and management
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