The Research On Service Quality Evaluation In Express Enterprises

Nowadays, China’s socio-economic level is in a period of rapid development, with the rapid improvement of living standards and consumption capacity, e-commerce is also in constant development and improvement, online shopping is more and more popular. This offers great opportunities to the development of China’s express industry. Courier services are an integral part of basic services in modern life. Opportunities and challenges, many courier companies participate in market competition, it also brings enormous competitive pressures. Therefore, in this environment, the service quality evaluation of the express delivery companies is particularly important.First, the departure depends on the current research status to introduce the development of the service quality evaluation in home and abroad. A brief introduction to the theory of the service quality evaluation, laid the foundation for the back of the courier service quality evaluation. Based on the above theoretical, specifically addressed the characteristics of the courier service, the significance of courier service quality evaluation, made the need clearly for courier service quality evaluation.Secondly, introduce the SERVQUAL service quality evaluation method; depend on the actual situation of the courier service to revisions and adjustments in the original five dimensions indicators, at the same time increasing the remedial evaluation as the sixth dimension, made the service quality evaluation criteria more perfect.Courier service quality evaluation is a multi-level, multi-index composite model the paper integrated the analysis method of AHP and fuzzy, integrate the qualitative and quantitative analysis effectively, use the AHP to determine the weight of each index, and then fuzzy comprehensive evaluation at different levels,composite courier companies service quality evaluation results.Finally, we collected data through the questionnaires, and then made the empirical analysis. Use the purchased model to evaluate the level of Zhong tong’s service quality. Then depend on the gap model, from the perspective of quality of service management, use total quality management theory proposed the service quality improvement measures.Overall, this study based on the evaluation of service quality in China’s express delivery companies, relying on mature theoretical basis, combined with the characteristics of the current status, to determine the quality of service evaluation which is suitable for China’s express delivery companies, it has a strong practical significance, help to improve China’s express delivery companies service quality, and enhance the competitiveness of enterprises.