基于顾客满意的顺丰速运服务质量评价研究

论文总字数：20300字

摘 要

处于新的信息时代，计算机互联网技术得以普及，电子商务迅速崛起，为我国快递行业的发展提供了利条件。而受到各种综合因素的影响，蓬勃发展的快递行业之间也进一步形成了激烈的市场竞争。从本质上来看，“高附加值”是快递行业的一个明显特征，但是快递行业在具体的发展过程中，却频繁遇到“投诉”问题，严重制约着这种“附加值”的实现，且降低了自身的服务效益与经济效益。在新的市场竞争环境下，这种“服务质量问题”在一些中小型民营快递企业中体现的尤为明显。鉴于此，笔者着眼于快递企业的发展，深入探究其“服务质量问题”则具有了鲜明的现实意义。

在具体的研究中，本文首先明确了与“顾客满意和服务质量”问题相关的各种理论研究成果；接着，深入探析了“当前我国快递业服务质量的发展状况”，并明确了快递业在服务质量方面遇到的问题、原因及它的市场现状；然后，以目前我国快递行业发展的实际情况为依据，基于“修正的SREVQUAI量表”的视角，建立了快递企业服务质量评价指标体系，并站在“顾客满意”的角度，进一步设置了相关的“服务质量调查问卷”。在此基础上，有效的完成了基于顾客满意的顺丰速运服务质量评价研究，并指出其在服务质量管理层面的不足之处，从而形成最后的改进措施。

针对“顾客满意的顺丰速运服务质量评价研究”，本文从实践出发， 并建立在“调查研究”的基础上，综合了顾客的满意度，进而研究了“快递企业服务质量评价指标体系”，然后参照“定量方法”，准确的评价了快递企业的“服务质量”，从理论和实践两个层面对我国现代快递行业的服务质量管理提供了一定程度的借鉴。

针对“顾客满意的顺丰速运服务质量评价研究”，本文从实践出发， 并建立在“调查研究”的基础上，综合了顾客的满意度，进而研究了“快递企业服务质量评价指标体系”，然后参照“定量方法”，准确的评价了快递企业的“服务质量”，从理论和实践两个层面对我国现代快递行业的服务质量管理提供了一定程度的借鉴。

关键词：快递企业；顺丰速运；顾客满意；服务质量评价

Abstract

In the new information age, the popularity of computer technology to the Internet, the rapid rise of e-commerce for the development of China"s express delivery industry provides favorable conditions. Affected by a combination of factors, and between the booming express delivery industry has formed a further fierce competition in the market. In essence, the "high-value" is a distinctive feature of the express delivery industry, but the courier industry specific development process, but frequently encounter the "complaint" question, seriously restricting this "added value" can be realized, and reducing their services and economic benefits. In the new market environment, the "quality of service problems" in some small and medium private express delivery companies are particularly reflected. In view of this, the author focuses on the development of express delivery companies, in-depth look into the "quality of service problem" is having a distinct practical significance.

In a specific study, this paper defined the various theoretical research results and "customer satisfaction and quality service" related problems; then, the depth of the "current development of China"s express delivery industry, the quality of service", and clearly express industry in quality of service problems encountered, and the reasons for its market situation; then to the actual situation of the development of the express delivery industry as the basis, based on the "amended SREVQUAI scale" perspective, the establishment of express delivery companies service quality evaluation index system, and standing "customer satisfaction" point of view, is further provided related "quality of service questionnaire." On this basis, the effective completion of the SF Express customer satisfaction Service Quality Evaluation Based on research, and points out the deficiencies in the quality of service management level, so as to form the final improvements.

 For the "customer satisfaction SF Service Quality Assessment", the paper from the practice of view, and based on "research", based on a combination of customer satisfaction, and then study the "Express Service Quality Evaluation System" then refer to "quantitative methods", an accurate assessment of the "quality of service" express delivery companies, from both theoretical and practical dimensions of our modern express industry"s service quality management provides a degree of reference.

For the "customer satisfaction SF Service Quality Assessment", the paper from the practice of view, and based on "research", based on a combination of customer satisfaction, and then study the "Express Service Quality Evaluation System" then refer to "quantitative methods", an accurate assessment of the "quality of service" express delivery companies, from both theoretical and practical dimensions of our modern express industry"s service quality management provides a degree of reference.

Keywords: courier companies; SF; customer satisfaction; service quality evaluation

目 录

摘 要 I

Abstract II

第一章 绪 论 1

1.1研究背景及意义 1

1.2研究目的与方法 1

1.3研究内容 1

第二章 文献综述 3

2.1顾客满意相关研究 3

2.2服务质量相关研究 3

2.3相关概念界定 3

第三章 顺丰速递服务质量管理现状分析 5

3.1快递业市场分析 5

3.1.1市场环境分析 5

3.1.2顺丰速运需求状况分析 5

3.2服务管理现存问题及原因分析 6

3.2.1现存问题 7

3.2.1原因分析 7

第四章 基于顾客满意的顺丰服务质量评价 8

4.1客户满意评价指标体系 9

4.1.1 服务质量评价原则 9

4.1.2评价指标的确定 9

4.2顾客满意的服务质量评价调查 9

4.1.1 调查问卷设计依据 9

4.1.2调查对象的确定 10

4.3顾客满意服务质量评价 11

4.3评价结果分析 13

第五章 总结与展望 14

5.1主要结论 15

5.2未来的研究方向 16

致 谢 18

参考文献（References）

附录A 顺丰速运服务质量调查

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