快递企业服务质量评价及实证研究

发布时间：2018-03-02 07:41

本文关键词： 快递企业服务质量评价中通　出处：《西南石油大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着电子商务的发展,快递物流这个新兴的朝阳产业随之迅速崛起,其在世界经济中的作用也日益凸显。目前从我国物流企业管理理论的研究成果来看,对物流服务质量的研究尚且处于起步阶段,快递市场中一系列关于服务质量的问题严重制约了快递企业的发展。首先本文梳理了国内外相关研究和快递服务质量的相关理论,分析了我国快递企业服务质量现状及存在的问题。其次通过参考SERVQUAL评价模型的维度和指标,结合我国快递企业服务质量的现状和快递行业相关政策法规等,并通过对快递企业管理者、资深员工和重要电商客户的访谈,建立初步的快递企业服务质量评价指标体系。为了使评价指标体系更加科学合理,本文通过对快递企业服务指标重要性进行问卷调查来获取数据,进行因子分析,对初始的评价指标进行重新分类和降维,最终确定了快递企业服务质量评价指标体系包含有形性、可靠性、响应性、保证性、安全性和补救性6个维度,23个指标;然后利用层次分析法确定指标权重,利用模糊综合评价法对快递企业服务质量进行评价。最后依据建立好的快递企业服务质量评价模型,选取中通快递公司为实证研究对象,重新发放调查问卷,对其进行服务质量评价,根据最终的服务质量得分,按照评价指标的6个维度分别提出策略性建议。
[Abstract]:With the development of electronic commerce, express delivery logistics, a new sunrise industry, is rising rapidly, and its role in the world economy is becoming more and more prominent. The research on logistics service quality is still in its infancy. A series of problems about service quality in express delivery market seriously restrict the development of express delivery enterprises. Firstly, this paper combs the relevant research at home and abroad and the related theory of express service quality. This paper analyzes the current situation and existing problems of service quality of express delivery enterprises in China. Secondly, by referring to the dimensions and indicators of SERVQUAL evaluation model, combining the current situation of service quality of express delivery enterprises in China and the relevant policies and regulations of express delivery industry, etc. In order to make the evaluation index system more scientific and reasonable, a preliminary evaluation index system of service quality of express delivery enterprises is established through interviews with managers, senior employees and important e-commerce customers of express delivery enterprises. This paper carries on the questionnaire survey to express the enterprise service index importance to obtain the data, carries on the factor analysis, reclassifies and reduces the dimension to the initial appraisal index, Finally, the evaluation index system of service quality of express delivery enterprise includes six dimensions of tangible, reliability, responsiveness, assurance, security and remediation, 23 indicators. Then the weight of indicators is determined by AHP. The service quality of express delivery enterprises is evaluated by fuzzy comprehensive evaluation method. Finally, according to the established evaluation model of service quality of express delivery enterprises, Zhongtong Express Company is selected as the empirical research object, and the questionnaire is re-issued. According to the final score of service quality, the strategic suggestions were put forward according to the six dimensions of the evaluation index.
【学位授予单位】：西南石油大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.23

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