Research On Service Quality Evaluation Of Express Company Based On Quality Function Deployment(QFD)

From the economic development data of recent years,it is known that the growth power and potential of the third industry are immeasurable.And express as a new force of the service industry,the force of its growth is also fast and powerful.The prevalence of online shopping provides an opportunity for the rapid growth of express delivery,which makes our express industry grow rapidly in a short period of time.The three major market players and the three market segments are the distribution pattern of China's express delivery industry.The fierce competition under this pattern can,from another point of view,promote a virtuous cycle in which the quality of express delivery services continues to rise.But the rapid development of the legacy of the local express enterprises in internal management and external customer service,the lack of effective supervision,which appeared in the customer information leakage,deadly express,sorting is not standard loss of items and so on,which express low service quality,customer satisfaction and customer loyalty is affected,the native express enterprise "sustainable development" goal to become a dream.Therefore,the improvement of express service quality is the core,and it is necessary to put forward effective countermeasures and Suggestions to improve the quality of express service through theoretical research.Study on the logic line of this passage is based on the background and the analysis of industry background,the core of the sustainable development of the express enterprise service quality,on the basis of relevant theory and research,improvement and construction of express service quality evaluation model under the background of online shopping,can make the rapid identification of express service quality problems.The express enterprise more effective improvement.In this study,the status of the express industry has carried on the analysis and understanding,so as to achieve the construction of theoretical model from reality;secondly,the improved SERVQUAL model based on the dimension,the house of quality,the equivalent of the service quality improvement into the process and the related departments in the enterprise,the service quality improvement a more comprehensive,more productive practice;finally,in order to verify the proposed model,the empirical analysis of a company,the use of AHP and questionnaire for data collection and sorting,through quantitative data analysis can help companies find the Yuantong express service quality gap and the specific problems,and put forward thesuggestions to improve the express industry,at the same time this study for other courier companies in the industry to improve service quality The management of quantity has certain reference significance.