Study On CRH Express Service Quality Evaluation Based On Customer Perceived Value

Although the express industry in China’s development time is above 20 years, but with the national standard of living improving and the development of e-commerce, people’s demand for the need of delivery and service quality is becoming more and more higher. And along with the continuous reform and development of China’s high-speed railway, 2013 CRH Express rise at the historic moment, the emergence of CRH Express has brought new opportunities of development for express industry, but also has provided more broad prospects.At present, the relevant domestic express delivery about service quality evaluation of research already has studied deep, the CRH Express development of our country is late, CRH Express study is a new field, but the rapid development of it is the trend. In order to improve the competitiveness of the CRH Express railway express, its service quality evaluation research is necessary.Based on the theory of service quality and customer perceived value, we built the evaluation system, designed the questionnaire, used the empirical research to verify. Firstly, in the process of empirical research is with the help of SPSS tools, we test the questionnaires for the reliability and validity, and then use the product scale method to determine the weight. Secondly we make the CRH Express rail express delivery service quality evaluation combined the PZA model and SERVQUAL service quality theory. Thirdly we develop a targeted promotion suggestions and strategy of CRH Express according to the quality of service evaluation analyzed and based on the analysis.The thesis is divided into six chapters, the first chapter is the introduction part, putting forward to research question, introducing the research background and research significance of this article, domestic and foreign literature reviews, research structure and method, and put forward the possible innovations and limitations of the study; The second chapter is for related theoretical basis, including the concept, characteristics, aviation, CRH Express road express forms, the present situation of CRH Express the analysis, the concept of the concept of customer perceived value, service quality and service quality evaluation theory and PZA SERVQUAL model, defined the meaning of related concepts and theories to laid a theoretical foundation to the research of this article; The third chapter is for CRH Express rail express service quality evaluation index system of building, mainly introduced the CRH Express rail express service quality evaluation index system established principle, influence factors and the determination of index weight methods; The fourth chapter is for the service quality evaluation questionnaire design, including to design the survey scheme, to select samples and analysis of three contents; Fifth chapter is for CRH Express rail express service quality evaluation of the empirical research part, including data collection, evaluation procedure in detail, and then the data analyze by using the model after the conclusion, and then put forward the corresponding proposals according to the analysis conclusion to improve CRH Express rail express service quality. Sixth chapter is for the paper conclusion and prospect.