Study On Service Performance Evaluation Of Express Industry In China

Express industry in china is an emerging industry, which has broad market prospects and development potential. Customer service will become the focus of attention and competitive, along with the development and competition intensifies Of express market.This paper analyzes the overall development of China's express industry, summarizes the relevant theories and methods on performance evaluation, discuss the express industry status, service performance theory and methods. The process of service performance evaluation is researched, using of existing theories and methods.The content of paper is that service performance evaluation System of China's express business is constructed with regard to characteristics of China's express service performance, based on the study about development of express industry and performance evaluation theory from predecessors, according to the development of China's express industry and the problems in service performance, guided by the important thinking of performance evaluation, used of Various theoretical methods. Paper put forward the evaluation system of three-dimensional structure and ten specific targets creatively. The performance of specific business services is evaluated, taking advantage of AHP, KPI, and FCE.Figure 12 table 11 reference 72...