Research On Service Quality Management Of Express Outlets Of X Postal Express Logistics Company

Service quality is one of the important measure to improve the competitiveness of enterprises,and also one of the effective way to develop and enhance the market competitiveness of express enterprises.As the earliest state-owned express service company in China,China Post Express Logistics Company is constantly facing the squeeze of private express enterprises in recent years.As an old state-owned enterprise,postal express enterprises are constantly facing the squeeze from private express enterprises in terms of market share and customer seizure.Therefore,in such a market competition environment,express delivery enterprises from traditional service enterprises to accelerate service transformation,so that in the fierce market competition in an invincible position.This paper studies the content of service quality by studying relevant scholars at home and abroad,and provides theoretical support for the research ideas of this paper.Through systematic analysis and Research on the current situation of service quality management in X Post Express Company’s outlets,this paper mainly uses SERVQUAL model as the research basis,from seven dimensions of service quality model.Starting from the aspects of tangibility,assurance,responsiveness,reliability,economy,security and remedy,this paper finds out the problems existing in the service quality of X enterprises’ network outlets through questionnaires,such as lack of service consciousness in the whole link,unstable running time of mail network,poor service consciousness of express delivery personnel,etc.The reasons for the problems are analyzed as follows: insufficient quality of service by company leaders,weak awareness of service by staff,insufficient support of logistics technology and inefficient mail transportation.Based on SERVQUAL model,the paper optimizes organizational structure,promotes overall service awareness and strengthens the whole process.The service level and evaluation system improve the service quality of X enterprises’ outlets from seven dimensions of service quality,and ultimately achieve the goal of improving the service quality of enterprises and enhancing the customer’s trust in brands.This research is the first time to improve the service quality of X post express logistics network in the company.The results have theoretical and practical significance for the company to correct its own shortcomings and defects in customer service,and conform to the law of market development to improve customer satisfaction with mail.The theoretical methods and research results of this study have a certain reference value for the express industry in improving service quality management.