Study On Customer Service Quality Evaluation Of Dalian Postal Express Logistics Company

In the produce difference is getting smaller and smaller, more and more intense market competition, and customer requirements of the myriads of changes today, more and more enterprises pay attention to only build the core strengths, attention to customer needs,improve customer service quality, can talent showing itself in the fierce market Dalian City express logistics market competition is very fierce, some private logistics enterprises including post, rhyme, Yuan tong, SF loot the market, the competition advantage of Dalian postal express logistics company is mainly reflected in the century old brand and improve the postal network, but the competitive advantage in the private logistics company is strong competition lost its advantage,these delivery speed and flexible service are eating the postal express logistics company market.Therefore, pay attention to and improve the quality of customer service to ensure that the logistics enterprises have core competition unbeaten in the market.This paper discussed how to evaluate correctly the Dalian postal express logistics company service quality,and proposed ideas and methods for Dalian postal express logistics company service level.In this paper,firstly the distinguish analysis of service quality management of Dalian postal express logistics company,and then take the customer as the wizard,survey of customer satisfaction, establishes the hierarchy of service quality,index system is established according to the characteristics of express industry and problems faced,the use of AHP method and fuzzy comprehensive evaluation method comprehensive evaluation is established used to express and logistics company service quality model.By making an objective evaluation of Dalian postal express logistics com Dalian postal express logistics company service quality,and the evaluation results were analyzed using satisfaction—importance matrix, find out the existing Dalian postal express logistics company service quality problems,and put forward some improving suggestions.This paper discusses the Dalian postal express logistics company to improve service quality and competitiveness of enterprises, but also to other transport enterprises to strengthen service management has a certain reference value...