沧州邮政EMS快递服务质量评价体系研究

发布时间：2018-02-20 03:12

本文关键词： 邮政EMS 快递服务质量评价体系　出处：《河北科技大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着互联网经济和电子商务的迅猛发展,我国快递业蓬勃兴起,并被定义为“新经济”的代表,发展前景越来越广阔。今年全国两会上,快递业第四次被写入政府工作报告,快递已成为人们生活的一部分。随之而来的是快递市场的激烈竞争,作为最早的快递服务运营商,中国邮政速递物流业务(EMS)的发展面临着巨大的挑战和威胁。快递行业在不断满足人们需求的同时,也出现了服务“缺斤少两”、丢失损坏索赔难等问题,投诉率也高起来,服务质量问题已经成为制约快递企业(包括EMS在内)发展的主要瓶颈。因此,在如此激烈的市场竞争中,也倒逼着传统快递业转型。中国邮政EMS如何在竞争大潮中立于不败之地并获得市场份额的提升,就必须转变观念,以客户为导向,以提升服务质量为抓手和着眼点,积极纠正自身在服务质量方面存在的缺陷和不足,全方位顺应快递市场发展规律并最大化获得客户满意,因此在邮政快递企业建立一套服务质量评价体系具有非常大的理论和现实意义。本文首先介绍了服务、质量、服务质量评价及快递服务等相关概念,然后分析了沧州邮政EMS公司所处的行业环境和自身服务质量评价的现状,开展了顾客满意度调查,通过对调查问卷统计结果分析,查找出服务质量管理中存在的问题及原因。之后以修正的SERVQUAL量表为基础,构建沧州邮政EMS的服务质量评价体系,确定服务评价指标、评价标准和评价方法。最后将理论研究的快递企业服务质量评价体系应用到沧州邮政EMS工作中,提出改进沧州邮政EMS邮政速递服务质量的具体措施和策略,最终达到提升服务质量、促进企业发展的显著成效。
[Abstract]:With the rapid development of the Internet economy and electronic commerce, the express delivery industry of our country is booming and is defined as the representative of "new economy", and the development prospect is more and more broad. 4th times of express delivery industry was written into the government work report at the two sessions of the whole country this year. Express delivery has become a part of people's life. With the fierce competition in the express delivery market, as the earliest express service operators, The development of China Postal Express Logistics (EMSS) is facing enormous challenges and threats. While the express delivery industry is constantly meeting the needs of people, it also has problems such as "lack of adequate service" and difficulty in claiming for damages, and the complaint rate is also rising. The problem of service quality has become the main bottleneck restricting the development of express delivery enterprises (including EMS). Therefore, in such a fierce market competition, China Post EMS must change its concept, take customer orientation, and improve service quality as its focus and focus on how to stay in an invincible position and gain market share in the competitive tide. Actively correct their own shortcomings and shortcomings in the quality of service, fully comply with the law of the development of the express market and maximize customer satisfaction, Therefore, it is of great theoretical and practical significance to establish a set of service quality evaluation system in the postal and express delivery enterprises. This paper first introduces the related concepts such as service, quality, service quality evaluation and express service. Then it analyzes the current situation of Cangzhou Post EMS Company's industry environment and its own service quality evaluation, carries out a customer satisfaction survey, and analyzes the results of the questionnaire. Find out the problems and reasons in the service quality management. Then, based on the modified SERVQUAL scale, we construct the service quality evaluation system of Cangzhou Post EMS, and determine the service evaluation index. Finally, applying the service quality evaluation system of courier enterprises studied in theory to the work of Cangzhou Post EMS, the concrete measures and strategies to improve the quality of Cangzhou Post EMS Express Service are put forward. Finally, to improve the quality of service and promote the remarkable effect of enterprise development.
【学位授予单位】：河北科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F618;F259.27

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