Study On The Service Quality Evaluation Research On Express Company Based On The Customer Satisfaction

With the advent of the era of knowledge economy and the rapid development of electronic commerce, the express industry in our country development vigorously, and form a very fierce market competition environment. As a high value-added industry, express industry has meet the needs of people’s constantly, but at the same time, the rate of complaint is high. So the problem of service quality has become the main bottleneck to the express enterprise development, especially to some medium-sized private Courier companies. Therefore, these researches choose the evaluation of express enterpriser’s service quality as the object of study has great theoretical and practical significance.Firstly, the paper reviews the related theories about customer satisfaction, service quality and the evaluation of service quality; secondly, this paper analyzes the situation of the express companies’service quality at present, to realize the present situation of the express market in our country, the problems and reasons existing in the management of service quality; thirdly, this paper designs the questionnaire for express company service quality based on the customer satisfaction though interview and questionnaire test, on the basis of the modified SERVQUAL scale, combining with the characteristics of the express industry in our country, and as the basis, establish a express company evaluation index system of service quality; finally, take the SF-express as an example, apply the evaluation system comes form the theoretical research to SF-express in motion, in order to find the problems in service quality management, and put forward improvement suggestions.This article proposes express company service quality evaluation index system on the basis of investigation and study, combined with the actual situation of the customer requirements, and uses the relatively objective method when evaluate the quality of service, has the certain reference value and significance to the express company for service quality management.