Research On Service Quality Evaluation Of Y Express Company

The globalization of economy has brought the trade relations around the world closer and closer,and the sharing and exchange of resources among various regions have become more frequent.At the same time,the transfer and proliferation of manufacturing centers from the developed countries in the West to developing countries have greatly stimulated the growth of global trade,followed by the rapid growth of international and regional courier services.In recent years,the express industry in China has been expanding rapidly and gradually radiating in the eastern coastal area to the metropolis as the center to the adjacent areas,which promotes the development of the express industry in the Midwest of China.Y express delivery company is engaged in domestic and international express delivery business well-known enterprises,with the continuous expansion of business scope,in the management of the emergence of a development bottleneck.The decision-making level of the company believes that scientifically and reasonably evaluating the quality of service of the company makes it possible for the company to make breakthroughs in facilities,operation processes and staff services,and create its own core strengths.Based on the domestic and international related research documents,the paper makes a questionnaire survey and on-the-spot investigation and research.By using the basic theories and methods of logistics management,operations research,economics and other disciplines,the paper chooses key indicators and establishes Evaluation model to evaluate the company's service quality.The results of the study show that the factors that influence the quality of service of the company in this block include the customer's expectation,customer's perception of service quality,customer's evaluation of service value,satisfaction,loyalty and customer complain degree.The results of AHP analysis showed the weights were 0.2068,0.1206,01421,0.1127,0.1641 and 0.2387,which concluded that the degree of consumer complaints is the main factor affecting the quality of service of the company,followed by customer expectations and loyalty,respectively.At the same time,the company's service level composite index value of 3.746,at the basic level of compliance.On this basis,we put forward countermeasures and suggestions on how to improve the service quality of the company from the aspects of improving the level of information technology,improving the quality of personnel and strengthening the service concept.The innovation of this paper lies in the following aspects: building the framework and model of service quality evaluation index,evaluating and evaluating various aspects of service quality of Y Express Company,and putting forward suggestions and suggestions for improving the service quality of Y Express Company,and for other express delivery companies,Reference and reference.