【摘要】：中國的改革開放已經(jīng)走過了三十多年的歷程，打開了對外開放的大門，國際貿(mào)易一直保持高速平穩(wěn)地發(fā)展，尤其是加入世界貿(mào)易組織以后，國際貿(mào)易勢態(tài)發(fā)展良好。國際貨運代理企業(yè)是國際貿(mào)易發(fā)展到一定階段的必然產(chǎn)物，隨著國際貿(mào)易的蓬勃發(fā)展，國際貨運代理企業(yè)也如雨后春筍般發(fā)展起來。目前國際貨運代理業(yè)雖然不算新興行業(yè)，但絕對是重點行業(yè)，并且逐步形成了以市場為導向，開放、公平、多點經(jīng)營、全面開花、競爭有序的局面。在過去的幾年中，由于政策的支持及國際貨運代理環(huán)境的蓬勃發(fā)展，國外的國際貨運代理企業(yè)也在貨運代理市場上逐年增加，與本地的國際貨運代理企業(yè)產(chǎn)生競爭，市場份額也在逐年遞增。許多國際貨運代理企業(yè)以獨資經(jīng)營，合伙、掛靠形式發(fā)展起來，并且搶走了大量的利潤。目前我國的國際貨運代理企業(yè)無論從人員素質(zhì)還是服務質(zhì)量都遠遠落后于西方發(fā)達國家。國際貨運代理企業(yè)服務質(zhì)量已經(jīng)受到社會的重視，但對此的研究與實踐工作還比較少，尚處于實踐經(jīng)驗的積累分析、國外先進理論的引進階段，尤其是國際貨運代理企業(yè)服務質(zhì)量評價體系的研究更是少之甚少。 基于此，本文綜述了國內(nèi)外貨運代理服務質(zhì)量研究的現(xiàn)狀并在對國際貨運代理企業(yè)服務質(zhì)量評價體系構成要素分析的基礎上，建立了國際貨運代理企業(yè)服務質(zhì)量評價指標體系。該評價指標體系從國際貨運代理企業(yè)服務的內(nèi)容、流程、實力三方面，綜合層次分析法，來分析國際貨運代理企業(yè)服務質(zhì)量，最后提出了國際貨運代理企業(yè)服務質(zhì)量提升的若干建議并對國際貨運代理企業(yè)服務質(zhì)量評價進行了例證分析。 本文參考前人的觀點與經(jīng)驗，建立以客戶為中心的國際貨運代理企業(yè)服務質(zhì)量評價體系，注重對國際貨運代理企業(yè)質(zhì)量的評價，更注重國際貨運代理企業(yè)服務流程與實現(xiàn)服務的實力。本文的研究成果有助于解決國際貨運代理企業(yè)服務質(zhì)量的實際問題，并對國際貨運代理企業(yè)的服務質(zhì)量管理有一定的借鑒意義。
[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.
【學位授予單位】：沈陽工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F259.2

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