Research On The Strategies Of Improving And Optimizing The Quality Of Postal Service

The postal law of the people's Republic of China stipulates that postal enterprises shall undertake the obligations of basic postal business(Universal Postal Service)and operate competitive business(express service).The postal administration department shall,on behalf of the government,supervise the universal postal service business and competitive business(express service)of postal enterprises in accordance with the postal law and other laws and regulations.On the one hand,it is the supervision of the postal admini stration and the expectation of the people for the postal service.On the other hand,it is the fierce market competition.The service quuality is the lifeline of the service industry.How can postal enterprises introduce advanced service quality management theory into the current management of the postal service quiality and effectively improve the service quality level?For X Company(a regional postal company),there are 10 It has important and far-reaching significance.At present,X company undertakes the general service obligation of postal service in acertain region,and it is facing the competition of many large and small social express companies in competitive business.This paper analyzes the shortcomings of X company's postal service quality-the reasons that affect the service quality in the enterprise and users,and then puts forward how to improve and optimize the postal service quality.Based on the advanced theory of service quality management in foreign countries,this pper uses literature research,field research and other resear ch methods to elaborate the current situation of X company's management system and the existing problems of postal service quality,and analyzes the factors that affect the internal service quality of enterpnses,the factors that affect users'expectations and perceptions.Based on SERVQUAL model,which is the authority of service industry,this paper puts forward the evaluation index system of postal service quality.This paper constructs the service quality management system and operation mechanism for user perception,puts forward specific measures to improve and optimize the service quality of X company's postal service,studies and analyzes the satisfaction survey data through the establishment of satisfaction survey plan,and puts forward countermeasures to further improve the service quality of X company's postal service in the next stage.The research results of this paper are as follows:under the construction of a service quality system oriented to user perception,the satisfaction degree of service quality is improved through satisfaction survey and analysis,which proves the effectiveness and feasibility of the operation of the system;at the same time,through the analysis of satisfaction survey data,it is concluded that as a postal service(product),the delivery time limit is still the most concerned index of users.In this paper,X Company postal service quality in-depth analysis of measures and Countermeasures to improve the quality of service,for other express delivery enterprises also have reference.