基于SERVQUAL理论的快递业服务质量评价研究

发布时间：2018-05-14 04:39

本文选题：快递业 + 服务质量　；参考：《长安大学》2016年硕士论文

【摘要】：快递业是一种年轻的服务行业。近年来,随着电子商务行业的迅速崛起,我国快递业得到了飞速发展。便也出现了快件丢失、损坏、延误等问题,严重制约了快递行业的健康发展。另一方面,我国迄今尚未建立快递行业服务质量标准体系。如何准确地评价快递服务质量,发现改进快递行业服务质量的关键要素,成为影响我国快递行业快速发展的关键。本文旨在建立快递业服务质量评价指标体系,并结合科学的评价模型对快递业服务质量进行有效评价。本文分析了国内外学者对于服务质量评价的研究,梳理了服务质量、快递业服务质量和SERVQUAL模型等理论;其次,以SERVQUAL理论为基础,结合快递行业的特点和快递服务存在的主要问题,同时借鉴相关学者对服务质量评价体系的研究成果,初步构建了快递业服务质量评价指标体系;利用专家打分法和因子分析法对指标体系进行两次筛选,确立了快递业服务质量评价指标体系;最后,文章通过对比分析改进了SERVQUAL模型,分析了该模型的两种评价方法,同时确定了各评价指标的权重。本文还对圆通公司进行了案例分析。以构建的快递业服务质量指标体系为基础,设计了圆通公司服务质量调查问卷,展开问卷调查并进行数据处理,利用改进的SERVQUAL模型对圆通公司的快递服务质量进行了评价。分析结果发现,圆通公司的服务质量尚不能达到顾客期望。通过进一步分析,针对圆通公司快递服务质量改进提出了具体建议。
[Abstract]:Express delivery is a young service industry. In recent years, with the rapid rise of e-commerce industry, express delivery industry in China has been rapid development. It also appeared the loss of express, damage, delay and other issues, seriously restricted the healthy development of the express industry. On the other hand, our country has not set up the service quality standard system of express delivery industry so far. How to accurately evaluate the service quality of express delivery and find the key factors to improve the service quality of express delivery industry has become the key to the rapid development of express industry in China. The purpose of this paper is to establish an evaluation index system of service quality of express delivery industry, and to evaluate the service quality of express industry effectively with scientific evaluation model. This paper analyzes the domestic and foreign scholars' research on service quality evaluation, combing the theory of service quality, service quality of express delivery industry and SERVQUAL model. Secondly, based on the theory of SERVQUAL, Combined with the characteristics of express delivery industry and the main problems of express service, at the same time, referring to the research results of service quality evaluation system of related scholars, the evaluation index system of service quality of express delivery industry is preliminarily constructed. The expert scoring method and factor analysis method are used to screen the index system twice, and the evaluation index system of service quality of express delivery industry is established. Finally, the paper improves the SERVQUAL model and analyzes the two evaluation methods of the model through comparative analysis. At the same time, the weight of each evaluation index is determined. This article also carries on the case analysis to the Yuantong Company. Based on the established service quality index system of express delivery industry, the questionnaire of service quality of Yuantong Company is designed, the questionnaire is carried out and the data is processed. The improved SERVQUAL model is used to evaluate the quality of express service of Yuantong Company. The results show that the service quality of Yuantong Company is not up to customer expectation. Through further analysis, the paper puts forward specific suggestions for improving the service quality of Yuantong express delivery company.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F259.2

【参考文献】