Research On Quality Improvement Strategies Of C Company's Mail Service

With the impact of the Internet age on the way of working,the frequency of e-mail in the office and daily work is increasing.The competition of various enterprises is intensifying,not only the competition between domestic enterprises but also international enterprises is increasing,and customers have also put forward new requirements for the mail system,especially for the diversity,safety and convenience of work communication methods.,Traceability requirements have been improved.Mail providers want to be invincible in the competition,and strive to improve service management and customer satisfaction is the key to success.Company C is a well-known domestic enterprise focusing on e-mail technology and services.Through long-term development and improved services,the e-mail service has been partially recognized by customers,but at the same time,there are many deficiencies and problems in enterprise service management.Among them,how to reasonably measure the quality of mail services through an effective scale,so as to put forward targeted improvements,is the key and difficult problem to be solved by the company and the mail industry at this stage.This study selects the mail service of company C,which is representative of the mail industry,as the research object,First introduce the current status of C company's mail service,combined with many years of work experience in this field,qualitatively analyze the problems and reasons in the management process.Secondly,in order to ensure the scientificity and rationality of this study,based on the SERVQUAL measurement model,with more than 300 customers of company C in southern China as the survey object,the questionnaire survey method and the follow-up survey method are used to conduct a survey on the quality of the mail service of company C.Questionnaire design,implementation and data analysis.Through scientific methods,customers' expectations and perceptions of C's mail service are measured from the five dimensions of reliability,responsiveness,assurance,tangibility and empathy.Through field research,interviews,and data analysis,the gap between the two is analyzed in depth to identify deficiencies and causes.Finally,using the SERVQUAL measurement model combined with the quartile graph method to find the highest priority problem to be solved,combined with the actual situation of the C company,put forward a specific service quality improvement strategy,and put forward targeted optimization suggestions,thereby improving customer satisfaction,combined with empirical The research provides exploratory inspiration for the improvement of customer satisfaction of C Company and other companies in the same industry.