Research On Service Quality Evaluation Of PJ Express Company

The development of e-commerce has promoted the strong demand of the merchants and consumers on the express logistics.However,compared with the prosperity and development of e-commerce,the express service industry has not been able to keep up with the development of e-business,and is even considered as a bottleneck to impede the prosperity and development of e-commerce.In the current fierce market competition environment,express enterprises want to rely on the traditional low cost competition strategy,it is very difficult to achieve success.If we want to achieve sustainable and benign development,strengthen enterprise management,improve service quality and meet customer needs,it has become the only way for express enterprises to develop.And service as the core competitiveness of express enterprises,how to effectively evaluate the service quality of express enterprises and improve the quality of service has become one of the core contents of service quality management of express enterprises.Based on the quality difference service distance model and the improved SERVQUAL scale,according to the service characteristics and related standards of the express industry,the quality of service evaluation of PJ express company,including 6 first level dimensions of reliability,empathy,empathy,convenience,security and remedial,is constructed by literature review.The quality of service of PJ express company is evaluated.Initial price index system.Finally,through market research and Delphy method,we get 6 first class dimension indexes and 21 two grade indexes after optimization.According to the optimized evaluation model,two questionnaires are designed.One is an expert scoring questionnaire based on AHP(analytic hierarchy process),and the score of the two indexes is compared with the matrix method.Then the index weight is obtained by the step by step percentage method,and the other is the consumer questionnaire,which is used to quantify the qualitative indicators as the main purpose and to get the scores of consumers.According to the result of the score,the IPA analysis method is used to subdivide the 21 indexes into the four areas of the maintenance area,the neglected area,the concerned area and the improvement area.Then,it puts forward 7 strategies for the improvement of the service quality ofthe PJ express company aiming at the indexes in the concerned area and the improvement area.The study has a certain reference value.And practical value.