| In recent years, China’s express is developing with a very fast speed.. At the same time, the quality of service of express delivery enterprises is also getting more and more attention, becoming one of the main research problems.The research contents of this thesis include the following three aspects:(一) Construction of service quality evaluation model for city express delivery enterprises. (二) Construction of evaluation index system of service quality in the rapid development period of city express delivery. It contains four dimensions:Safety, Empathy, Responsiveness, Materiality,22 specific indicators. (三) Using the AHP method to set the weight of the index, and it is verified by examples.The result of study shows that we construct a city express service quality evaluation model which bases on the customer perception. |
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