Express Service Quality Evaluation And Empirical Research

With the rapid development of e-commerce,the express industry which is one of the emerging industry is rapid rise,and it is playing a very important role in the world economy today.At present in China,the results of logistics enterprise management theory shows that the research on logistics service quality is still in its infancy,and the quality of service in the express industry has seriously restricted the development of those enterprises.First of all,this paper combs the relevant theories of domestic and foreign related research and courier service quality,analyzes the status quo of service quality of express delivery enterprises in our country.Secondly,by referring to the dimension and index of SERVQUAL evaluation model,combining with the current situation of express delivery enterprises and related policies and regulations,and through the express business managers,senior staff and important electricity business customers interviews,the establishment of the initial express delivery service quality evaluation index system.In order to make the evaluation index system more scientific and reasonable,this paper carries on the questionnaire survey to obtain the data,carries on the factor analysis,carries on the reclassification and the dimensionality to the initial evaluation index through the questionnaire survey the importance of the service index of the express delivery enterprise,Finally,the service quality evaluation index system of the express delivery enterprise includes six dimensions:tangible,reliability,responsiveness,assurance,security and remedy,23 indicators.And then use the AHP to determine the weight of the index,and use the fuzzy comprehensive evaluation of express delivery business quality evaluation.Finally,based on the establishment of a good courier service quality evaluation model,select the ZTO Express as the empirical research object,re-issue the questionnaires,it is evaluated about service quality,According to the final quality of service scores,in accordance with the evaluation of the six dimensions of the proposed strategic recommendations.