国际货运代理企业服务质量评价研究
发布时间：2019-01-21 13:40
【摘要】：中国的改革开放已经走过了三十多年的历程，打开了对外开放的大门，国际贸易一直保持高速平稳地发展，尤其是加入世界贸易组织以后，国际贸易势态发展良好。国际货运代理企业是国际贸易发展到一定阶段的必然产物，随着国际贸易的蓬勃发展，国际货运代理企业也如雨后春笋般发展起来。目前国际货运代理业虽然不算新兴行业，但绝对是重点行业，并且逐步形成了以市场为导向，开放、公平、多点经营、全面开花、竞争有序的局面。在过去的几年中，由于政策的支持及国际货运代理环境的蓬勃发展，国外的国际货运代理企业也在货运代理市场上逐年增加，与本地的国际货运代理企业产生竞争，市场份额也在逐年递增。许多国际货运代理企业以独资经营，合伙、挂靠形式发展起来，并且抢走了大量的利润。目前我国的国际货运代理企业无论从人员素质还是服务质量都远远落后于西方发达国家。国际货运代理企业服务质量已经受到社会的重视，但对此的研究与实践工作还比较少，尚处于实践经验的积累分析、国外先进理论的引进阶段，尤其是国际货运代理企业服务质量评价体系的研究更是少之甚少。 基于此，本文综述了国内外货运代理服务质量研究的现状并在对国际货运代理企业服务质量评价体系构成要素分析的基础上，建立了国际货运代理企业服务质量评价指标体系。该评价指标体系从国际货运代理企业服务的内容、流程、实力三方面，综合层次分析法，来分析国际货运代理企业服务质量，最后提出了国际货运代理企业服务质量提升的若干建议并对国际货运代理企业服务质量评价进行了例证分析。 本文参考前人的观点与经验，建立以客户为中心的国际货运代理企业服务质量评价体系，注重对国际货运代理企业质量的评价，更注重国际货运代理企业服务流程与实现服务的实力。本文的研究成果有助于解决国际货运代理企业服务质量的实际问题，并对国际货运代理企业的服务质量管理有一定的借鉴意义。
[Abstract]:China's reform and opening up has gone through more than 30 years, opening the door to the outside world, international trade has maintained a high speed and steady development, especially after the accession to the World Trade Organization, the international trade situation is developing well. International freight forwarder is the inevitable outcome of the development of international trade to a certain stage. With the vigorous development of international trade, international freight forwarders are also springing up. Although the international freight forwarding industry is not a new industry, it is absolutely a key industry, and has gradually formed a market-oriented, open, fair, multi-point operation, a comprehensive flowering, competition and orderly situation. In the past few years, due to the policy support and the vigorous development of the international freight forwarding environment, foreign international freight forwarding enterprises have also increased year by year in the freight forwarding market, which has produced competition with the local international freight forwarders. Market share is also increasing year by year. Many international freight forwarders have developed in the form of sole proprietorship, partnership and linkage, and have taken away a great deal of profits. At present, China's international freight forwarders lag far behind the western developed countries in terms of personnel quality and service quality. The service quality of international freight forwarders has been paid attention to by the society, but the research and practice work on it is still relatively few, and it is still in the stage of accumulation and analysis of practical experience, and the introduction of advanced foreign theories. Especially, the research on service quality evaluation system of international freight forwarders is less. Based on this, this paper summarizes the current situation of the research on the service quality of international freight forwarders at home and abroad and establishes the evaluation index system of the service quality of international freight forwarders on the basis of the analysis of the constituent elements of the service quality evaluation system of the international freight forwarders. The evaluation index system analyzes the service quality of international freight forwarders from the aspects of content, process and strength of international freight forwarders, and synthesizes the Analytic hierarchy process (AHP). Finally, some suggestions of improving the service quality of international freight forwarders are put forward and the service quality evaluation of international freight forwarders is illustrated and analyzed. Referring to the previous viewpoints and experiences, this paper establishes a customer-centered evaluation system for the service quality of international freight forwarders, and pays attention to the evaluation of the quality of international freight forwarders. Pay more attention to the service flow of international freight forwarder enterprise and realize the strength of service. The research results of this paper are helpful to solve the practical problems of the service quality of international freight forwarders, and have certain reference significance to the service quality management of international freight forwarders.
【学位授予单位】：沈阳工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F259.2
本文编号：2412711
[Abstract]:China's reform and opening up has gone through more than 30 years, opening the door to the outside world, international trade has maintained a high speed and steady development, especially after the accession to the World Trade Organization, the international trade situation is developing well. International freight forwarder is the inevitable outcome of the development of international trade to a certain stage. With the vigorous development of international trade, international freight forwarders are also springing up. Although the international freight forwarding industry is not a new industry, it is absolutely a key industry, and has gradually formed a market-oriented, open, fair, multi-point operation, a comprehensive flowering, competition and orderly situation. In the past few years, due to the policy support and the vigorous development of the international freight forwarding environment, foreign international freight forwarding enterprises have also increased year by year in the freight forwarding market, which has produced competition with the local international freight forwarders. Market share is also increasing year by year. Many international freight forwarders have developed in the form of sole proprietorship, partnership and linkage, and have taken away a great deal of profits. At present, China's international freight forwarders lag far behind the western developed countries in terms of personnel quality and service quality. The service quality of international freight forwarders has been paid attention to by the society, but the research and practice work on it is still relatively few, and it is still in the stage of accumulation and analysis of practical experience, and the introduction of advanced foreign theories. Especially, the research on service quality evaluation system of international freight forwarders is less. Based on this, this paper summarizes the current situation of the research on the service quality of international freight forwarders at home and abroad and establishes the evaluation index system of the service quality of international freight forwarders on the basis of the analysis of the constituent elements of the service quality evaluation system of the international freight forwarders. The evaluation index system analyzes the service quality of international freight forwarders from the aspects of content, process and strength of international freight forwarders, and synthesizes the Analytic hierarchy process (AHP). Finally, some suggestions of improving the service quality of international freight forwarders are put forward and the service quality evaluation of international freight forwarders is illustrated and analyzed. Referring to the previous viewpoints and experiences, this paper establishes a customer-centered evaluation system for the service quality of international freight forwarders, and pays attention to the evaluation of the quality of international freight forwarders. Pay more attention to the service flow of international freight forwarder enterprise and realize the strength of service. The research results of this paper are helpful to solve the practical problems of the service quality of international freight forwarders, and have certain reference significance to the service quality management of international freight forwarders.
【学位授予单位】：沈阳工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F259.2
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