The Evaluation Study Of The Postal Express Delivery Service Qualiity

Along with the development of electronic commerce, express service demand increasingly strong, express service is communicating with the user on the electronic commerce, express delivery service quality has become a growing concern. Postal express delivery (EMS) as China post provides a Courier, without the express industry in a leading position,has led to countries outside the widespread concern of scholars. Now express industry exists in the bad courier service attitude, unseasonal posting express, and poor after-sales service problems, at the same time EMS complaint is high, how to solve these problems, improving the quality of the EMS service, has become the concern of the EMS issue.Therefore, the scientific measurement of express delivery service quality,upgrading the EMS for the quality of service measures can not only rich theoretical knowledge about express delivery service quality, but also can help promote enterprise quality of service of EMS and has great realistic guiding significance.Measurement and evaluation of the EMS express delivery service quality is a very complex process, now we are lack of the research. In this study ,we have done a comprehensive overview and analy to the existing research the quality of service from domestic and foreign scholars,this paper introduces the concept and characteristics of express service, the meaning and application of service quality, and the theory and application of SERVQUAL model; Based on the summary of the basic theory, using SERVQUAL model and EMS express characteristics, we built EMS express service quality index system from 5 dimensions :the convenience?responsiveness?timeliness? empathy,?security; With the method of questionnaire, beijing, shandong, guangxi, hubei, jilin, shanxi, qinghai 7 provinces and random investigation and we are collecting 378 valid questionnaires; Using the analytic hierarchy process, 20 experts mark on the 5 dimensions of the 23 indicators, calculate the weight of each index;Constructing the service quality evaluation model to evaluate the gap between user expectation and actual perception of EMS ; Fuzzy comprehensive evaluation method was used to evaluate the actual scores of EMS5 dimensions, and the differences were analyzed; Based on the above research, the gap of service quality between different provinces and the gap of service quality between different cities; Finally analyzes the gap, find the problem, targeted measures are put forward.