The Research On Express Service Quality And Improvement Of D Company Upon Customer Satisfaction

With the rapid development economic and technological and the change of our life style, Express industry in China gains a vigorous development. Meanwhile, express companies are facing a fierce competition and unprecedented challenges due to homogeneity of Service and economic globalization. The enterprise has to find a better way to strengthen internal management and improve enterprise competitiveness. The nature of Express is service. How to raise customer satisfaction and improve service quality became one of the focus questions.In this paper, we firstly find out the importance and necessity of improving service quality of Chinese express companies via analyzing the current status and problems of Express industry in China. Secondly, an external research and an internal customer research on customer satisfaction for D company and its competitors were completed basic on service touch points. Thirdly, we try to find out the gaps between D company and its competitors, verify which part D company should focus on according to researches result. Finally, we use Six Sigma to find out the way of improving service quality.Though this research, we provide a feasible method on supporting D company to enhance its competitive competence, we also hope to share references to the same kind of express company.