Research On Postal Physical Distribution Service Quality

Physical distribution service is a new model. More and more company pay more sttention to inhance it's quality. But currently, there exists bad physical distribution service quality in China. Meanwhile facing fierce competting pressure and many issures on Physical distribution service, what does China postal as most TPL of China do? Based on these situations, this paper contributes to Postal physical distribution service and then set up a set of evalution index on Postal physical distribution service quality by research on physical distribution service and applied research. This constructs the main content of this paper.Based on all above, the author starts to go into applied research on Postal physical distribution service quality by surveing the present study and puting forward the research conceptions and research problems. Through investigation and data analysis, this paper describes the postal physical distribution service quality, consumer satisfaction and consumer word-of-mouth at present. Adopting the statistics methods, such as regression analysis, this paper reveals the relationship physical distribution service quality affects consumer satisfaction and consumer word-of-mouth. The research draws specific conclusions as follows:1 Postal physical distribution service quality is higher wholly, but customer is not satisfied.2 Postal physical distribution service quality actively affects customer satisfaction and it is positive.3 Postal physical distribution service quality actively affects customer word-of-mouth and it is positive.4 Consumer satisfaction actively affects customer word-of-mouth and it is positive.5 Timeless, Procedures of postal physical distribution, postal distribution service discrepancy handling and postal personal contact quality affect customer satisfaction and word of mouth , and they are positive.