Research On Service Quality Of Y Outlet Of Yunda Express In Zhengzhou

With the economic globalization,the development of Internet technology,express delivery business has successfully entered 60 billion age in China.When the development of express industry is getting better,all sorts of problems also highlighted.At the same time,consumer experience is becoming worse and worse.Moreover,the competition between the Courier companies has become service competition.And it also cultivates and improves the requirements of the quality of service consumers.Therefore,it has become the general trend to improve the service quality of express delivery companies and improve customer satisfaction.In the highlighted problems,the most difficult,the most prominent,the most unsolved problem is in the “last mile”,and if we want to solve the “last mile” problem,to improve the consumer experience,we need start from the last delivery outlets.Taking Y express outlet as an example,this paper firstly conducts an in-depth investigation and analysis on the background,business situation,advantages and disadvantages of the express outlet,and comprehensively collects relevant data.Secondly on the basis of the SERVQUAL service quality evaluation model,combining with the characteristics of express delivery industry,this paper increases economic dimension.This paper conducts a questionnaire survey,whose validity had been assured by reliability and validity analysis.And through the factor analysis to calculate the weight and the importance of each dimension.then calculating the Y express outlet comprehensive evaluation score.The result shows that the express outlet service level cannot reach the customer expectations.The service quality is not satisfactory.Finally,we analyze the problems in six dimensions and put forward some suggestions for improvement.These measures can help the "last mile" outlets to optimize the quality of logistics services and provide a reference for other private express enterprises.