Research On Instant Delivery Service Quality Optimization Of D Express Company

With the change of consumers daily consumption habits and the gradual improvement of the timeliness requirements of logistics services,the instant delivery industry has also developed rapidly.At the same time,problems in logistics services such as delivery timeouts and poor service attitudes of instant delivery companies have gradually emerged,affecting consumers ’ perceived service quality of their logistics services.Therefore,in order to improve the customer perceived logistics service level and reduce the gap between customer expectations and perceived logistics service quality,it is necessary to optimize and improve the existing logistics service problems,strengthen the management of logistics service quality,and form advantages in the fierce competitive environment.It is also of great significance to occupy market share.Taking D express company as the research object,this thesis introduces the current situation of logistics service of D express company.Based on SERVQUAL model,referring to domestic and foreign research results and customer online review data,this thesis constructs the evaluation index system of instant distribution logistics service quality of D express company,including 5 first-level indicators and 18 second-level indicators,and designs the questionnaire of distribution service quality of D express company.Based on the data obtained from the questionnaire survey,the instant delivery service quality of D express company is evaluated.According to the perceived score and expected score of logistics service quality of D express company,the expectation-perception matrix is constructed,and 18 service elements are positioned in different regions respectively.At the same time,the problems of service elements are summarized and analyzed.At present,there are some problems in the instant delivery service of D express company,such as ignoring customer demand,low reliability of goods distribution,failure to meet customer expectations and high distribution costs.Based on the analysis results put forward to strengthen customer-centric service concept;strengthen rider management;based on PDCA cycle,five optimization countermeasures such as continuous improvement of service level are proposed.The research content has certain practical guiding significance for improving the instant delivery service quality of D express company and improving the level of customer perceived quality.