义县邮政通信行业服务质量问题研究

发布时间：2018-05-29 13:25

本文选题：邮政 + 服务　；参考：《辽宁师范大学》2013年硕士论文

【摘要】：邮政业是现代服务业的重要成员之一,是国家重要的通信基础设施和国家重要的社会公用事业,邮政服务已经渗透到了人们日常生活的方方面面,也延伸到了社会经济发展的各个领域。邮政在承担普遍服务义务、保障公民的基本通信权利以及促进国民经济和社会发展等方面都发挥着其他行业不可替代的重要作用。在当今社会需求层次逐步升级、同质化产品竞争日益激烈的市场经济条件下,邮政业的市场竞争已经从产品、价格的角逐全面地演变为服务品质的较量,谁的服务好,谁就赢得了客户,谁就赢得了市场。用户的流失,主要是因为服务没有让客户满意,而不是因为产品的质量或者价格的问题。由此可见,服务是邮政的使命,更是邮政的生命,是邮政核心竞争力的重要组成部分,关乎着邮政的兴衰成败,关乎着邮政的生死存亡。中国是一个幅员辽阔的发展中国家,中国邮政在服务范围广、运行成本高、实施难度大的情况下,始终恪守“人民邮政为人民”的服务宗旨,取得了令人骄傲的成绩,也赢得了世人的尊敬和赞扬。然而在取得成绩的同时,仍然还存在许多服务质量问题,这些问题严重地影响了邮政企业的形象,有损于邮政企业的信誉,因此,必须进一步研究如何解决这些服务质量问题,以提高邮政企业的服务质量,使邮政企业在市场经济大潮中永往直前。本文主要采用了文献研究法、定性分析法和个案研究法,在收集大量国内外有关于邮政普遍服务质量及邮政普遍服务质量问题研究资料的前提下,通过对国内外各种资料和前人研究成果的分析、归纳和总结,提出了自己的观点。论文共分为四部分,第一部分从理论和实践两方面介绍了邮政服务质量问题的研究背景和研究意义,介绍了国内外邮政企业关于服务质量问题的研究现状,阐述了研究内容、研究目标和拟解决的问题,说明了本文运用的研究方法,并提出了创新点。第二部分着重在理论上论述了邮政服务及邮政服务质量,例如邮政服务的概念及特性,邮政服务质量的含义、特性及指标体系。第三部分以义县邮政通信行业为例,通过搜集资料、调研取证,介绍了义县邮政通信行业的历史及现状,重点对义县邮政通信行业在履行国家交给的普遍服务义务过程中出现的服务质量问题进行了分析、研究、归纳与总结,从而得出产生各种服务质量问题的原因。第四部分,针对义县邮政通信行业服务质量中存在的问题,从四大方面提出了解决邮政服务质量问题的策略,以最终达到提高义县邮政通信行业服务质量的目的,不负重托、不辱使命,让党和政府满意,让人民群众满意。
[Abstract]:The post service industry is one of the important members of the modern service industry. It is the important communication infrastructure of the country and the important social utility of the country. The postal service has permeated every aspect of people's daily life. Also extended to the various fields of social and economic development. Postal service plays an irreplaceable role in undertaking universal service obligation, guaranteeing citizens' basic communication rights and promoting national economy and social development. Under the conditions of the market economy in which the level of social demand is gradually upgraded and the competition for homogenized products is increasingly fierce, the market competition in the post office industry has evolved from the competition of products and prices to the contest of service quality, whose service is good. Whoever wins the customer wins the market. The loss of users is mainly due to the service is not satisfied with the customer, not because of the quality of the product or price problems. From this we can see that service is the mission of postal service is the life of postal service is an important part of postal core competitiveness related to the success or failure of the postal service is related to the survival of postal services. China is a developing country with a vast territory. With a wide range of services, high operating costs and difficult implementation, China Post has always adhered to the principle of "people's Post serving the people" and has made proud achievements. Also won the respect and praise of the world. However, at the same time as the achievements, there are still many service quality problems, which seriously affect the image of the postal enterprise and damage the credibility of the postal enterprise. Therefore, it is necessary to further study how to solve these service quality problems. In order to improve the service quality of postal enterprises, postal enterprises in the market economy tide forward forever. This paper mainly adopts the literature research method, the qualitative analysis method and the case study method, under the premise of collecting a large number of domestic and foreign research data about the universal service quality of postal service and the universal service quality of postal service. Based on the analysis of domestic and foreign data and previous research results, the author puts forward his own viewpoint. The thesis is divided into four parts. The first part introduces the research background and significance of the quality of postal service from the theoretical and practical aspects, introduces the current situation of the research on the quality of service in postal enterprises at home and abroad, and expounds the research content. The research goal and the problems to be solved explain the research methods used in this paper and put forward the innovation points. The second part focuses on the theory of postal service and postal service quality, such as the concept and characteristics of postal service, the meaning, characteristics and index system of postal service quality. The third part, taking Yixian postal communication industry as an example, introduces the history and present situation of Yixian postal communication industry through collecting information, investigating and collecting evidence. This paper focuses on the analysis, research, induction and summary of the problems of service quality in the process of fulfilling the universal service obligations given by the state in the postal and communication industry of Yixian, so as to obtain the causes of various service quality problems. In the fourth part, aiming at the problems existing in the service quality of the postal and communication industry in Yixian, this paper puts forward the strategies to solve the problems in the quality of postal service from four aspects, so as to achieve the purpose of improving the service quality of the postal and communication industry in Yixian, so that the service quality of the postal and communication industry in Yixian is not trusted. The party and the government should be satisfied and the people should be satisfied with their mission.
【学位授予单位】：辽宁师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F632.7

【参考文献】