| In recent years, along with the popularization of personal belongings needs diversification, express service in People’s Daily life plays an irreplaceable role.However, express delivery industry demand increase and decline in express delivery service quality, contradiction is increasingly serious, a series of chain reaction in the express delivery industry, revealed a customer complaints and dissatisfaction,a serious impediment to express enterprise integration and further development.In terms of the present, scholars at home and abroad research article almost no express delivery service quality problem. So, how to improve and improve the quality of delivery service, furthermore, how to express from the aspects of regulation theory research issues as the starting point of the thesis research.Introduction, the first part, the articles firstly express delivery problem more background and the necessity of research, this paper expounds the express delivery industry has developed fast and the depth of the express delivery service levels drop contradiction determines the research the significance of the problem. In market economy constantly advancing and integration into the world trade organization under the background of globalization, to express industry as a representative of the third industry has been overwhelming, permeate a need to strengthen market supervision practical significance. Then, the paper introduced the research ideas and research methods. Finally, combing the thesis framework and innovation.The second part is literature review part. The paper discussed from different viewpoints of experts at home and abroad existing research achievements of express service quality.The third part focuses on the express industry in our country present situation and the problems of service quality regulation. Research, first through express delivery service quality in China:current situation and problems of express delivery industry complaints through nearly three years of single analysis, elaborated the express displeasure, after-sales service and deal with customer complaints timely service present situation; Then, from institutions and content of this paper summarizes the present status of China’s express delivery service quality regulation; In emphasis suggests that the express delivery service quality regulation in China, existing problems and causes, mainly from the competition for market access, low lead to confusion and unclear regulatory agencies and regulatory measures, etc.Part four involves foreign express delivery service quality regulation experience and enlightenment. Express delivery industry, was born in the United States, the earliest, this chapter analysis the United States, and the status of the express delivery industry regulation in Germany, on China’s express delivery industry regulatory enlightenment.The fifth part consummates our country privately operated express delivery service quality regulation countermeasures. Express delivery market regulatory problems in China are put forward in the last chapter, combined with foreign advanced service concept, according to the existing problems in this chapter focused on China’s express delivery service quality regulation is put forward countermeasures and Suggestions. |
