Research On Service Quality Evaluation Of Hangzhou ST Express Company

Compared with developed countries,China's express delivery industry started relatively late,but the potential of China's express delivery market is great,and has been supported by relevant national departments.But in the rapid development,the foundation is not solid,structural instability and other factors will affect the quality of service of express companies,affect the development of the express industry.Quality of service as the core competitiveness of the express company,how to improve the quality of service of the express company is still a major express company need to think about.This paper will start with the principal factor analysis,questionnaire survey,qualitative analysis and quantitative analysis and empirical analysis,and define and study the service quality,express service,express service quality,customer satisfaction theory and service quality theory.According to the principles of scientific rationality,customer orientation,practical flexibility and feasibility,the service quality model of express company is constructed.The following indicators should be considered: reliability index,tangible index,professional index,responsiveness index and remedial index.The questionnaire was designed to understand the reliability of express service,the tangibility of express handling,the professionalism of express personnel,the responsiveness of express service and the remedy of express service of ST express company in Hangzhou.Finally,through the evaluation of the service quality of Hangzhou ST Express Company,the following problems are found in the service quality of Hangzhou ST Express Company: poor reliability of service quality,tangible problems of service quality,professional quality of service personnel to be improved,service response to be strengthened and service quality remediation to be improved.It also puts forward some countermeasures to improve the service quality of Hangzhou ST Express Company: improving the reliability of the company's service quality,shaping the image and reputation of the company's service quality,improving the professional quality of the company's service personnel,speeding up the response speed of service and establishing the post-complaint mechanism of the company's service quality.