邮政快递服务质量评价研究

发布时间：2018-03-18 17:33

本文选题：快递　切入点：EMS　出处：《北京邮电大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着电子商务的发展,快递服务的需求日益旺盛,快递服务是电子商务与用户进行联系的纽带,快递服务质量也成为人们日益关注的话题。邮政快递(简称EMS)作为中国邮政提供的一种快递,并没有在快递行业处于领头羊的地位,这已经引起了国门外学者的普遍关注。现如今快递行业中存在快递服务态度不好、收寄快件不够及时、售后服务差等问题,同时EMS投诉居高不下,如何解决这些问题,提升EMS服务质量,已经成为EMS所关注的问题。因此,对快递服务质量进行科学的测量,提出提升EMS服务质量的措施不仅能够丰富关于快递服务质量的理论知识,而且能够帮助EMS提升企业服务质量,具有积极的现实指导意义。测量和评价EMS快递服务质量是一个相当复杂的过程,目前对于这方面的研究比较匮乏。本研究综述和分析了国内外学者关于服务质量的相关研究,介绍快递的概念和特点,服务质量的含义和应用以及SERVQUAL模型的理论与应用;基于基本理论的综述,利用SERVQUAL模型以及EMS快递特点,从便利性、响应性、时效性、移情性、安全性5个维度构建EMS快递服务质量指标体系;运用调查问卷的方式,选取北京、山东、广西、湖北、吉林、陕西、青海7个省市进行随机调查,收集有效问卷378份;利用层次分析法,选取20名专家对5个维度23个指标项打分,计算每个指标的权重;构建服务质量评价模型,以测评用户对于EMS的期望与实际感知之间的差距;利用模糊综合评价法测评EMS5个维度实际得分,加以对比,分析存在不足的地方;基于以上的研究,分析不同省份之间服务质量的差距、不同城市类型之间服务质量的差距;最终对这些差距形成原因进行分析,找到问题所在,提出有针对性的措施。
[Abstract]:With the development of electronic commerce, the demand for express delivery service is more and more vigorous. Express delivery service is the link between electronic commerce and users. The quality of express delivery service has also become a topic of increasing concern. As a kind of express delivery provided by China Post, the post express service (EMS) is not in the leading position in the express delivery industry. This has aroused widespread concern among scholars from outside the country. Nowadays, there are some problems in the express delivery industry, such as poor attitude of express delivery service, lack of timely delivery, poor after-sales service, and so on. At the same time, EMS complaints remain high. How to solve these problems? Therefore, to measure the quality of express service scientifically and put forward the measures to improve the quality of EMS service can not only enrich the theoretical knowledge about the quality of express service, but also improve the quality of EMS service. Moreover, it can help EMS to improve the service quality of enterprises, which has positive practical significance. It is a complicated process to measure and evaluate the quality of EMS express service. At present, there is a lack of research on this aspect. This study summarizes and analyzes the relevant research on service quality of domestic and foreign scholars, introduces the concept and characteristics of express delivery, the meaning and application of service quality, and the theory and application of SERVQUAL model. Based on the summary of basic theory, using the SERVQUAL model and the characteristics of EMS express, this paper constructs the quality index system of EMS express service from the five dimensions of convenience, responsiveness, timeliness, empathy and security. In Shandong, Guangxi, Hubei, Jilin, Shaanxi and Qinghai provinces and cities, 378 valid questionnaires were collected, 20 experts were selected to score 23 indexes in 5 dimensions, and the weight of each index was calculated. Build a service quality evaluation model to assess the gap between users' expectations for EMS and actual perception; use the fuzzy comprehensive evaluation method to evaluate the actual scores of EMS5 dimensions, compare and analyze the shortcomings; based on the above research, This paper analyzes the gap of service quality between different provinces and different urban types, and finally analyzes the causes of these gaps, finds out the problems, and puts forward some targeted measures.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F618;F259.2

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