Research On Factors Of Postal Service Quality

It was stipulated by the postal law that the china postal groups should undertake the duty of widespread postal service.The country give a special fund to china postal groups for the widespread postal service duty. The supervision who was authorized by the country has rights to superintend how the universal post service was carried out. It is very important and have far-reaching significance to improve the quality of postal service on existing basis and make the service quality management under the supervision.G province is located west of china. G province postal enterprise bear all the cost of universal postal service. G province postal enterprise is a typical case that are confronted with the pressure of universal service and competitive service, and have the same status with others provinces' postal enterprise. It has practical significance for G province postal enterprise and china postal groups to analysis the factors which affect the quality of postal service, and then reach a conclusion how to improve service quality by service management methods apply. This paper, theory of service quality management as sustain, adopt the research method of investment research, literature research, history research, etc, a more detailed review of development process of China Post and G Province postal. The present situation of service quality and management system of G postal is elaborated. By analysis of the contrast between the efforts of service quality manage and the effect, the paper raise the inadequacy of the methods of service quality evaluate and management system which widespread exist in postal enterprise. And the interior factors and external factors which effect the postal service quality are discussed. Based on the theory of custom perceive service quality, Five-Factors Indexes System is posed. And structure a custom perceived postal service management system which include a channel of custom's inquire feedback, and the center of service control, and the institution of custom's expectation and perceive, under the current system of service quality management system of G postal enterprise. As the support of this system, internal quality control measure should be carry out all over every procedure of postal service execution. And the managers'cognition of service should be the first and main element that determine the tomorrow of G province postal service quality.The measures referred in this paper improved G province postal service quality effectively. It is of momentous current significance to sustained growth of G postal enterprise, also have reference value to improve service quality for others province postal enterprise and China Post Groups.