Based On The Customer Perceptive Value Of Express Enterprise Service Quality Evaluation Research

In recent years, the express develop rapid in China, as a kind of efficient and convenient business model, is causing extensive attention of the whole society, express is playing a more and more important role in the whole market economy and social development process, and in the whole development process of the express industry, the service quality problem increases prominent, customer service complaints increase quickly, visible at the rapid development of the express industry in China, meanwhile, express service quality problem need to solve immediately, so analysis the factors of influencing the express service quality, construct express service quality evaluation system to improve customer satisfaction and advance the competition ability of the express enterprise, make express enterprise benign and healthy development have very important practical significance.First the paper investigate the domestic and foreign research status and the existing problems, and introduces the basic theory of the guests’ perceptive value and express service quality;second as guests’ perceptive value for angle from two aspects of the process quality and the quality of the result to analysis the influence factors on the quality of the express company service, but also build on this angle as the starting point of the express enterprise service quality evaluation index system, once again, introduces the rough set and fuzzy neural network theory, and detailed analysis the steps of basing on rough set-fuzzy neural network algorithm to evaluate; Finally in combination with the actual development of private Courier company, and make use of the attribute reduction rough set about the influence of eliminate redundant express service quality evaluation factors, establish a fuzzy neural network evaluation model, through this model to evaluate express enterprise service quality, and analyze the results and suggest on raising the quality of the express service measures.it has high practical value.