طراحی سیستم شاخص اندازه گیری رضایت مشتری از خدمات EMS

This paper discusses the design of a customer satisfaction measurement index system of erpress mail service. It presents objectives and principles of the design based on hierarchical structures. We have devised a diagram for modeling customer satisfaction, and a detailed analysis of customer satisfaction is conducted. This paper presents our customer satisfaction model and analysis results.