本文選題：快遞業(yè) + 服務(wù)質(zhì)量��； 參考：《長安大學(xué)》2016年碩士論文

【摘要】：快遞業(yè)是一種年輕的服務(wù)行業(yè)。近年來,隨著電子商務(wù)行業(yè)的迅速崛起,我國快遞業(yè)得到了飛速發(fā)展。便也出現(xiàn)了快件丟失、損壞、延誤等問題,嚴重制約了快遞行業(yè)的健康發(fā)展。另一方面,我國迄今尚未建立快遞行業(yè)服務(wù)質(zhì)量標準體系。如何準確地評價快遞服務(wù)質(zhì)量,發(fā)現(xiàn)改進快遞行業(yè)服務(wù)質(zhì)量的關(guān)鍵要素,成為影響我國快遞行業(yè)快速發(fā)展的關(guān)鍵。本文旨在建立快遞業(yè)服務(wù)質(zhì)量評價指標體系,并結(jié)合科學(xué)的評價模型對快遞業(yè)服務(wù)質(zhì)量進行有效評價。本文分析了國內(nèi)外學(xué)者對于服務(wù)質(zhì)量評價的研究,梳理了服務(wù)質(zhì)量、快遞業(yè)服務(wù)質(zhì)量和SERVQUAL模型等理論;其次,以SERVQUAL理論為基礎(chǔ),結(jié)合快遞行業(yè)的特點和快遞服務(wù)存在的主要問題,同時借鑒相關(guān)學(xué)者對服務(wù)質(zhì)量評價體系的研究成果,初步構(gòu)建了快遞業(yè)服務(wù)質(zhì)量評價指標體系;利用專家打分法和因子分析法對指標體系進行兩次篩選,確立了快遞業(yè)服務(wù)質(zhì)量評價指標體系;最后,文章通過對比分析改進了SERVQUAL模型,分析了該模型的兩種評價方法,同時確定了各評價指標的權(quán)重。本文還對圓通公司進行了案例分析。以構(gòu)建的快遞業(yè)服務(wù)質(zhì)量指標體系為基礎(chǔ),設(shè)計了圓通公司服務(wù)質(zhì)量調(diào)查問卷,展開問卷調(diào)查并進行數(shù)據(jù)處理,利用改進的SERVQUAL模型對圓通公司的快遞服務(wù)質(zhì)量進行了評價。分析結(jié)果發(fā)現(xiàn),圓通公司的服務(wù)質(zhì)量尚不能達到顧客期望。通過進一步分析,針對圓通公司快遞服務(wù)質(zhì)量改進提出了具體建議。
[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.
【學(xué)位授予單位】：長安大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：F259.2

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