民营快递企业顾客感知服务质量研究

发布时间：2019-04-13 11:59

【摘要】：随着电子商务时代的到来和人们生产生活水平的不断提升,我国快递行业的发展在近几年达到了质的飞跃,快递业已然成为了现代服务业中举足轻重的一部分。但是,随着大批量的快递公司如雨后春笋般的崛起,不可避免地带来了不断升高的投诉率,尤其是对于一些中小型民营快递企业来说,服务质量方面的问题己经成为制约他们发展的主要瓶颈,为此,研究民营快递企业的服务质量具有较大的理论与现实意义。本文首先明确了研究的背景、目的、意义、内容、方法以及国内外在快递服务质量研究的情况,继而简单说明了快递、国内快递的分类、服务、服务质量的涵义、顾客感知相关理论以及顾客感知服务质量模型,并分析了我国民营快递业企业当前的特点与现状;接着以SREVQUAL体系为支撑,结合上述分析的现状与特点,提出了以客户主观感受为基本的民营快递企业服务质量评定模型,并根据模型设计了各指标题项重要度的调查问卷,通过问卷测试与分析剔除一些不良的指标,并最终确立了适用于评定我国民营快递的指标体系,接着发放以改正后的量表为主体做出的调查问卷来对我国民营快递企业的服务质量进行实证研究;同时,用SREVQUAL与SERVPERF两种存在争议的判定方式对其进行信度与效度的检验,并用更适用的SERVPERF法对南北方顾客的满意度用独立样本T检验的方法进行差异分析,最终再对民营快递企业的服务质量的结果进行分析,并对其提出改进的建议。本文是在调查研究的基础上,结合客户的现实需要与感知情形,建立且修改民营快递企业服务质量评价指标体系的,能够为民营快递企业改进服务质量提供现实的参考依据。
[Abstract]:With the arrival of E-commerce era and the continuous improvement of people's living standard, express delivery industry has reached a qualitative leap in recent years. Express delivery industry has become an important part of modern service industry. However, with the springing up of a large number of express delivery companies, inevitably bringing about a rising rate of complaints, especially for some small and medium-sized private express delivery enterprises, The problem of service quality has become the main bottleneck restricting their development. Therefore, it is of great theoretical and practical significance to study the service quality of private express delivery enterprises. This paper firstly clarifies the background, purpose, meaning, content, method and research situation of express delivery service quality at home and abroad, and then briefly explains the classification of express delivery, domestic express delivery, and the meaning of service quality. Customer perception theory and customer perceived service quality model, and analyzes the current characteristics and current situation of private express delivery enterprises in China; Then taking the SREVQUAL system as the support, combining the status and characteristics of the above analysis, this paper puts forward a service quality assessment model for private express delivery enterprises based on the subjective feelings of customers, and designs a questionnaire on the importance of each index item according to the model. Through the questionnaire test and analysis to eliminate some bad indicators, and finally established a suitable index system for the evaluation of private express delivery in our country. Then we issue a questionnaire with the corrected scale as the main body to make an empirical study on the service quality of the private express delivery enterprises in our country. At the same time, SREVQUAL and SERVPERF are used to test the reliability and validity of the two controversial methods, and the more applicable SERVPERF method is used to analyze the difference of customer satisfaction between the north and the south by independent sample T test. Finally, the results of service quality of private express delivery enterprises are analyzed, and suggestions for improvement are put forward. On the basis of investigation and research, this paper establishes and modifies the evaluation index system of service quality of private express delivery enterprises according to the actual needs and perceived situation of customers, which can provide practical reference for the improvement of service quality of private express delivery enterprises.
【学位授予单位】：大连交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274;F259.23

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