Research On The Evaluation And Improvement Of Service Quality Of BS Express Company

Although the express industry started relatively late in China,with the continuous expansion of e-commerce in China,the express industry has shown an explosive development in recent years,and the market competition is very fierce.As express delivery is a service-oriented industry,there is a close relationship between the economic efficiency of enterprises and the customer system,which requires express enterprises to use various means to understand the customer’s perception of express delivery service,and to formulate service quality evaluation programs according to customer feedback.On the basis of relevant theories and literature review,this study establishes an initial evaluation system for service quality of express delivery enterprises based on SERVQUAL model.Based on the statistical analysis of 348 valid samples,the index system is revised and improved,and an evaluation model for service quality of express delivery enterprises with 27 indexes in 7 dimensions including tangibility,reliability,responsiveness,assurance,empathy,initiative and economy is established.On the basis of the current situation and existing problems of service quality and service quality management of BS express company,the service quality of BS express company is evaluated by using the service quality evaluation model of express company.Taking the customers of BS express company as the research object,208 valid samples are obtained.Based on the statistical analysis of valid sample data,the difference between expectation and perception mean value of each dimension of BS express service quality is obtained,the weight is determined,the weight of each dimension and index is determined by AHP method,the final evaluation result of BS express service quality is calculated,and the problems and reasons of BS express service quality are analyzed according to the evaluation result.Finally,according to the evaluation results,put forward reasonable opinions and suggestions on improving the service quality of BS Express Company.The research conclusion can provide some practical guidance for improving the service quality of BS Express Company,solving the problems existing in its service process,reducing the number of customer complaints,and improving the efficiency of the enterprise.At the same time,it can also provide some reference for the improvement of service quality in China’s express delivery industry.