An Design Of Evaluation System Of The ZT Express's Service Quality

With the economy fast growth,the third-party logistics companies,especially express companies,face more and more fierce competition in our country.Thus,it is very difficult to achieve excellent competitiveness by reducing cost and price,how to improve service quality in order to satisfy customers effectively has become the most important question for The Third-Party logistics companies,including the ZT Express. An reliable and effective service quality's evaluation system would be useful for The Third-Party logistics companies to identify problems and improve service quality. This thesis tries to build an evaluation system of express service quality,which combined with the situations of the ZT Express,and applies it for service quality improvement.This thesis is arranged as follows.Chapter one:introduction.This chapter briefly introduces research background, research meaning,research contents and methodology.Chapter two:literature review.First,this chapter briefly introduces the concept of the third-party logistics and service quality.Second,this chapter also reviews on researches refer to evaluation system of the third-party logistics companies' service quality.Chapter three:the building of evaluation system of express service quality.This chapter is divided into four parts.First,this chapter briefly introduces the ZT Express and its service quality evaluation system,then points its drawbacks which lead to defective quality management and improvements.On the basis of above analysis,the evaluating principles are proposed secondly.Third,under the guidelines of these principles,this thesis brings forward an evaluation system from the angels of functional service quality,after-service quality and customers' satisfaction,the Delphi technique,AHP technique are adopted.This thesis also proposes weight coefficient of indexes by Delphi technique.Chapter four:the application of new evaluation system and improvement of quality management.This thesis applies the new evaluation system in the ZT Express, and the result points out that:the quality of service staff,value-added service, custom-tailor service,after-service quality are key shortages of this company.Finally, this chapter proves some suggestions to improve service quality.Chapter five:conclusion and future research.This chapter summarizes the innovations and shortage of the research,and proposes suggestions for future researches.