Research On Evaluation Of Express Logistics Service Quality Of Township

In recent years,express logistics enterprises are developing rapidly,and all sorts of problems have also followed.Therefore,domestic and foreign experts and scholars in the field has carried on the related research,especially in terms of quality of service.However,few people focus on the township express logistics service quality.On the one hand,the township economic development lags behind,the traffic level and the level of science and technology is much lower,the consumer desire and consumption level is much lower than urban residents,and the market demand of express industry in township is almost zero.On the other hand,express logistics company has just entered the township and has not been popularized in various villages and towns,so it is in infancy.But as the rural consumer demand is increasing and express logistics enterprises are pouring into,the township express logistics field should get more attention so that express logistics enterprise can continues to develop steadily in the villages and towns.This article takes Daxin Town in Bengbu City for example to research on the evaluation of service quality from the perspective of the township express logistics service consumers by using SPSS analysis software,the analytic hierarchy process and fuzzy comprehensive evaluation.First of all,from the logistics service quality,express logistics service quality and the township logistics,to analyze the related literature at home and abroad in order to illustrate the importance of the study.Then,to build the initial evaluation index system of Daxin Town express logistics service quality by referencing SERVQUAL model and LSQ model,and combining the Daxin Town geographical environment and the development of express logistics service enterprise,and to use the SPSS analysis software for the related inspection to get the final evaluation index system.Finally,to make empirical analysis on its express logistics service quality for comprehensive utilization of the analytic hierarchy process and fuzzy comprehensive evaluation method.The results show that its service quality can satisfy the consumers in general,but still have some shortcomings.Such as employees of express delivery enterprise rarely care actively and help customers;customer complaint can not be treated timely and effectively;unreasonable charges,etc.According to the evaluation results,it is recommended that the express logistics enterprises should strengthen quality training of employees;improve enterprise complaint handling capacity;improve the system of charging;and increase door-to-door service.Thus,to hope that these can help local express logistics enterprises to improve their service quality and customer satisfaction so that to promote their long-term development.