Research On Quality Evaluation And Improvement Measures Of EMS Service Recovery Of The YN Post

With the popularization of e-commerce and the rapid development of intelligent logistics,China’s express delivery industry has been greatly developed in recent years,and under the influence of the new crown epidemic in the past two years,The growth rate of China’s express delivery business volume has been more rapid.In the past two years,the new crown epidemic has slowly entered the normalization,and express delivery companies are still exploring and improving the remedial measures for express delivery services in the event of an emergency during the epidemic.In the event that the emergency caused by the epidemic has led to unstable time limit services for express delivery,resulting in a large number of force majeure delays in express delivery,and the failure of express delivery services has become an inevitable result that cannot be eliminated,which makes service remedies more important.In this paper,we review the articles on the study of business recovery theory in previous years,and discuss the quality of "secondary service" after the failure of express delivery service according to the practice of YN Post,and hope that the recovery theory of express delivery business will be helpful to the actual situation of the company.This paper first summarizes the research background,service recovery and service recovery quality evaluation of relevant domestic and foreign studies,and puts forward the research methods and research ideas used in this paper.The second chapter summarizes the theoretical review of the remedial quality of express delivery services.The third chapter details the current situation of EMS service recovery of the YN Post,and expounds from the following two aspects: comparison of service recovery status of postal companies in various provinces with enterprises and comparison with service recovery status of other courier companies in the same province,summarizing the current situation of EMS service recovery of the YN Post.The fourth chapter refers to the management thinking and practice of the SERVQUAL scale evaluation,according to the principle of evaluation index construction,the secondary indicators of the SERVQUAL scale are revised according to the characteristics of the recovery process of the express delivery business,the recovery quality evaluation of the express delivery service is constructed based on the SERVQUAL scale,and a questionnaire survey is designed according to the secondary indicators of the scale,and the sample is determined by the object EMS service recovery of the YN Post and the service recovery quality is evaluated according to the data collected by the questionnaire.Finally,according to the evaluation results of SERVQUAL,according to its various indicators,the improvement measures for the EMS service recovery of the YN Post are proposed.In this paper,EMS of the YN Post is the main research object,and according to the evaluation of the service recovery quality,YN Post discusses the remedial measures in the express delivery service and proposes improvement measures,and then contributes to the improvement of the service recovery quality of express delivery companies.