The Research On Service Quality Evaluation Model And Its Application In Express Enterprise

Although express industry has been more than two decades in China, its development is fast and it has a big potential in China market. Until now, our country has formed a 10 billon Yuan market yearly. On the one hand, our express enterprise is facing increasingly fierce competitions with the development of technology, especially entered WTO. Our express enterprise must improve its service quality so as to win in competition. On the other hand, There are a lot of complains from customers, which make our express enterprise improve its service quality immediately. Only by scientifically evaluating the service quality you can find out the problems and the direction of improvement for the future. To improve service quality also need science method, only by which you can find out the right service measures. So this paper will make up the evaluation model and improvement method of express enterprise.Firstly according to the SERVQUAL method that is widely proved in other areas and the traits of express enterprise, this paper establishes service quality evaluation system of express enterprise. Secondly it establishes the evaluation model of service quality on the express enterprise, uses grey fuzzy theory as assessing method. Thirdly according to the evaluation results, it uses the QFD analytical method to find out the pivotal service measures of express enterprise. Finally applying the assessing model to an express enterprise of Changsha, it collects information from customers by questionnaires, analyses these customer questionnaires by SPSS 17.0 to test the reliability of service quality evaluation system, uses Grey fuzzy theory to assess the quality of a express enterprise of Changsha, further establishes its QFD model to find out the pivotal service measure.I hope that the research of this paper could offer some good references for the measurement and improvement of service quality of the express enterprise.