Research On Customer Service Quality Improvement Of JY Company

Nowadays,the ecological environment of the freight industry has changed significantly.With the increase in mergers and acquisitions in the industry,and the increasing concentration of industries,the market entered the era of monopolistic competition.The survival space of freight forwarding companies as intermediate service providers was severely reduced.The accelerated integration of economic development in various countries has led to more diversification of customer demand for freight forwarding companies,which has completely changed the traditional business model of the freight industry.The rise of the freight internet platform has made the price information in the industry more transparent,and has completely changed the freight industry to make a difference in freight rates.The traditional profit-making method of taking profit;the wave of informatization caused by new technologies such as the Internet of Things and blockchain has completely changed the operating mode of the freight industry.How freight forwarding companies overcome these difficulties,grasp the "One Belt and One Road" strategy and the policy opportunities brought about by the construction of China’s free trade area are a very pressing issue.The essence of freight forwarding companies is that the overall value and overall cost are based on customer needs and satisfaction.The products provided by freight forwarding companies are typical service products.The quality of products is based on the maximization of shipper satisfaction.The quality of customer service can be said to be the lifeline of a company.This article firstly combines the relevant theories of customer service quality management,starting with the SERVQUAL tool for measuring service quality,introducing the IPA analysis method,and using the way of expert interviews and questionnaires to measure the satisfaction and importance of the quality of each service evaluation indicator.Two angles to illustrate the status of JY’s customer service quality.In this paper,the following survey results are based on five quality dimensions in the SERVQUAL scale: tangible,reliability,responsiveness,assurance,empathy,data statistics and IPA matrix analysis to test the performance of each service evaluation index.Further clarify the problems of JY’s customer service quality.After research and analysis,it is found that from the overall dimension of service,JY has major problems in the three dimensions of service responsiveness,empathy,and reliability.The customer’s satisfaction with these three dimensions of service quality is generally low.From the perspective of a single evaluation index of the service,JY has as many as 10 service indicators that customers believe are important,but the customer satisfaction evaluation of the indicators is low.The poor performance of these service dimensions and individual service indicators is a true reflection of JY’s c ustomer service quality issues.Based on the research findings of the JY company’s service quality problem,this paper takes the IPA four-quadrant analysis method as the guiding ideology.According to the general principle of the overall dimension,the general principle of the individual dimension and the satisfaction degree is evaluated from low to high,and the corresponding service quality of JY company is proposed optimization strategy: Strengthen service responsiveness,improve service empathy,improve service reliability,improve service guarantee,and maintain service tangibility.In order to ensure that various optimization strategies can be effectively implemented,this paper proposes some safeguard measures in terms of company system,organization structure,personnel,business philosophy,decision-making,technology,etc.,in conjunction with the relevant theories of service quality.The last part of this paper summarizes and prospects the research work of the paper,and provides guidance for furth er research in the later period.