Study On The Express Delivery Service Quality And Its Improvement Measure

Nowadays, express delivery service is deeply rooted into our daily life, being a major channel for the delivery of general mail and goods. Express delivery service is getting more and more popular for most customers, but there are still many problems existing in the whole process of delivery business. Especially, the express delivery service quality problem is always a trouble that restrains the sustainable development of most express delivery suppliers in China. At present, there are neither more studies done on the express delivery service quality problem home or abroad, nor related study literatures. Therefore, how to improve the express delivery service quality of those Chinese enterprises is a focus of attention for this dissertation.The target of this dissertation is to use relevant theory on service quality management as well as combine the characteristic of express delivery service to establish an express delivery quality evaluation system, and with quantitative research, to explore each index's effect on the service quality and design a optional improving measure for the index that brings about larger effect.Firstly, this dissertation analyzes the current situation of the development of domestic express industry, and presents the existing problems in the express delivery service in China. Secondly, this dissertation sets up an express delivery service quality evaluation index system and establishes an express delivery service quality measuring table in accordance with relevant basic theory on service quality management and evaluation and through considering the characteristics of domestic express delivery service of China. Thirdly, based on the index evaluation system, this dissertation designs a corresponding study method, and applies the questionnaire method to the study and carries out a questionnaire research in some districts of Xi'an. Fourthly, this dissertation constructs a theoretic model for evaluating the express delivery service quality, analyzes those collected data, and gets the contribution rate of each index on the service quality. Fifthly, aiming at those influence indexes on the service quality, this dissertation designs a countermeasure for improving the quality in accordance with the scale of contribution rate of the index after aforesaid analysis. In the end, this dissertation verifies the efficiency and validity of such timely improving measure through combining the current service situation of some express delivery supplier in Xi'an.Based on a large deal of investigations, taking the development trend of express industry and customers'actual demand into consideration, this dissertation relatively accurate gets the indexes of influencing express delivery service quality through analyzing, and establishes the service quality evaluation index system that is suitable to the actual condition of express industry of China. The achievement of this dissertation can be a good reference for those express delivery suppliers'improving and reforming their service quality, and is significant for regulating the operation of express industry as well as driving the healthy and sustainable development of the industry.