Evaluation Of SF Express Service Quality Based On Customer Satisfaction

In the development of enterprises,the importance of quality is self-evident,especially in express delivery enterprises,can retain customers an important factor is the quality of service.With the rapid development of e-commerce and increasing social demand,express delivery business is also rising at a rapid rate.At the same time,because the market environment is complex and changeable,and the market competition is very fierce,the express company has many service quality problems in transportation service,distribution service and after-sales service.Therefore,the evaluation of express service quality,and then put forward the relevant service quality improvement strategy,can promote the sustainable development of express enterprises.Firstly,this paper introduces the background and significance of the topic selection,summarizes the related theories of customer satisfaction and express service quality,and then designs the Shunfeng Express Service Quality Questionnaire based on customer satisfaction on the basis of SERVQUAL and the characteristics of China's express industry.The questionnaires are distributed and returned.The obtained sample data are used for descriptive statistical analysis,exploratory factor analysis and reliability analysis to test the stability and reliability of the sample data,and the dimension of the sample index is adjusted to determine the final evaluation index system.Finally,according to the survey data obtained from the questionnaire,the service quality of Shunfeng Express is evaluated and analyzed by AHP-fuzzy comprehensive evaluation method.The existing problems in service quality management of Shunfeng Express Company are found,and some suggestions for improvement are put forward.