The Service Quality Research Of Private Express Company Based On Customer Perception

With the advent of the e-commerce era and the progress of people’s living condition, the express industry in China has been developed rapidly in recent decade.It has become the necessary part of modern service industry. However, as the growth of large number of express companies have mushroomed, it inevitably also increased the rate of complaint, especially for some medium-sized private courier companies.The service quality problem has limit their development. Therefore, it is theoretical and practical to study the private express enterprise service quality.This paper firstly clears the study’s background, significance, purpose, content, methods and the case of express service quality research both at home and abroad.Then it briefly expresses delivery, service, service quality, customer awareness and customer perceived service quality related theory.And it also tells about the characteristics and current situation of the private Courier industry companies in our country. Then based on the modified SREVQUAL scale,and combining with present situation and characteristics of private Courier industry in our country, it makes the private Courier enterprise service quality research model on customer perceptions.According to the model,it designs the questionnaire about the importance of every index.Through questionnaire test and analysis,it eliminated some bad index and finally established the private Courier enterprise service quality evaluation index system which based on customer perceptions.Next,it uses questionnaires to make the empirical research of private Courier enterprise’s service quality.At the same time,it makes the reliability and validity inspection of private Courier enterprise customer perceived service quality with SREVQUAL evaluation methods and SERVPERF evaluation methods.Next,it uses the independent sample T test method to analyze the variance of the customer satisfaction in north and south with the more suitable evaluation method.Finally making the evaluation and analysis to private express enterprise service quality, and putting forward some suggestions.This article is on the basis of investigation and study, and combined with the actual situation of customer demand and perception, then modify the private express enterprise service quality evaluation index system.It can provide reference basis about how to improve the service quality of private express enterprises in reality.