Express Delivery Service Quality Standard

With the changes of social transmission, the express delivery springs up, which is a newmodern service industry. The express has been twenty years old from1987in china. Althoughthe express is very young in china, it still is a booming industry and has tremendousdevelopment potential, which takes an extremely important place in the national economy. Asthe e-commerce boomed in recent years, domestic private courier companies has sprung upquickly. At present, china has become the fastest growing global express business area, andthe sixe of market ranked third place in the world, only after the United States and Japan. Aseries of problems occurs with the rapid development, such as courier companies’unrestrained expansion and numerous complaints to the express service made by consumers,which lead to intense phase in the competition of china express. According to the competitionand the inevitable serious challenges, and in order to enhance the competitive position ofenterprises, more and more Chinese express delivery companies have chosen to improve thequality of services in order to differentiate it from competitors. In today’s businessenvironment, an enterprise would be very difficult to succeed with the increasingly fiercemarket competition without providing the quality of service. As a result, how to effectivelymeasure the quality of service of express delivery companies, and how to find the keyelements for improving service quality and improve the quality of services, which twobecome one of the important elements of express service quality management.Currently, the research regarding the quality of delivery services in china mainly focuseson construction of evaluation system and the research on evaluation indicators are relativedeprivation. So in this article, on the basis of service quality gap analysis model andSERVQUAL model, and according to the express industry characteristics and problems, weestablish china’s express delivery service quality evaluation index system of enterprise basedon customer’s demand perspective. We also compare this evaluation index system with thecollecting standard measurable terms to find disparities, to provide a reference of enhancingservice quality of express delivery and perfection of national standard.This paper consists of three sections, and sections are as follows:The first part, we describe the background and the related theory at first, and introduce themain research contents, research methods, research emphasis and difficulties, and structuralarrangements. Secondly, we do a review of related literature about express service quality andevaluation model.The second part, on the basis of the relevant literature analysis, we establish china’sexpress delivery service quality evaluation index system of enterprise based on customer’s demand perspective on the basis of SERVQUAL model. Ultimately, it leads to9dimensionsand51indicators that, through the importance of indicators on consumer surveys, thereliability test and test-sensitive, the importance of factor loading and indicators analysis, andexcluding invalid index.The third part, based on the comparative study between the national standards andevaluation index in this paper, to find the same point and gaps. So the express enterprises canunderstand customer needs better, reduce the complaints of the service quality, and improvethe service quality. Also, it can provide a reference for revision and improving nationalstandards.At last in this paper, summarize the conclusion of the study, significance of the research,the lack of research, and the future anticipation of my study.