Research On Service Quality Evaluation And Improvement Of PENAVICO

Market environment of the shipping agency with complexity and change gave rise to intense competition and shrinking profit space. In the face of such a complex environment, it was very worthy to discuss and research about how to realize the resource configuration, grasp the market,optimize the company's service quality,improve profitability, and reduce risk for PENAVICO.Based on service quality theory, this paper analyzed the staff, technology, facilities,product structure, customer service and service mode combined with PENAVICO.According to the "STAR model" service and connecting the characteristics of PENAVICO, this paper analyzed several content.First, PENAVICO divided the market in shipping agency, the related business development and E-commerce platform for further deep and multi-dimensional research,and carried out the "STAR service model",namely,specifications,timely,accurate,good value to meet customer expectations and maximize customer value with high quality and high reliability of services.Second, service quality evaluation index system was constructed following the principle of gradation, comprehensive and simplicity, customer oriented principle,operational principle, the principle of combining scientific nature and rationality.Third, fuzzy comprehensive evaluation method was used to evaluate the PENAVICO service quality. Time index score was below the total score in the primary index, attitude score, charging loaning score, problem solving score, bill of lading issued scores and sluggish box charges score of the secondary index was lower than the total score. The indicators that score was below the total score were the focus of the service quality improvementLast, the measures that can promote the sustainable and healthy development in PENAVICO and also provide reference for other company's improvement of service quality were put forward.