| Service is the focus and the base of development for the transportation companies. Nowadays with the economics' fast growth and fully evolved in the worldwide competition, many transportation and logistics companies face more and more fierce competitive in our country. How to improve the fierce competition based on enhancing the internal management and effectively satisfying the customers, which is the important question and need to be solved by the express companies.In this paper, we attend to put forward an objective appraisal for the FE Express Co on the service quality, and then find the methods and solution to improve it. In the paper involving the implement procedure of appraisal and question solving on the service quality for FE Express Co, firstly we find the big distinguish between the internal and external customers according to the disconfirmation analysis, then we setup a appraisal index module on the service quality based on investigation for customers' satisfaction, with the module we have a objective appraisal for the service quality of FE Express Co. Secondly we have a study on logistics operating quality management of FE Express Co based on the related appraisal and improving objective, using the importance-satisfactory matrix analysis and find out the existence shortage and make it better. Finally, to well improve the customer's satisfactory, we give some suggestions and methods on customer relationship management, enhancement pick up response time and internal staff's satisfactory.Though this research, we provide a feasible methods on helping FE Express Co to enhance its competitive competence, we also provide some reference for the other similar type of third-party logistics company to enhance the performance. |
PDF Full Text Request