| With the development of information network and e-commerce,online shopping,a new way of shopping,rises rapidly.As a way of carrying goods,express has entered a stage of rapid development,making people’s life more convenient and fast.However,there are also a series of problems behind the rapid development,mainly including the following points: first,the express can not be delivered on time,second,the express is damaged and lost,and third,the service quality level is poor.To some extent,the above problems will cause customer dissatisfaction and affect the economic benefits and corporate image of express enterprises.Express terminal plays a very important role in the whole express supply chain,which affects the quality of distribution and customer satisfaction.Based on this,taking a express enterprise as an example,based on the questionnaire,using the relevant theories of customer satisfaction and combined with the service quality gap model,this paper deeply analyzes the problems of a express enterprise at the end of service,analyzes the problems,causes and solutions of a enterprise at the end of Express,so as to improve the satisfaction of users and further improve the service quality level of the enterprise.Firstly,it summarizes and studies the views of domestic scholars on the service quality of express terminals,defines the specific contents of express terminals and service quality,and theoretically explores the factors affecting service quality in express terminals.Secondly,combined with the basic situation of the company and the development of service quality,through the questionnaire method,taking the customer perceived value theory as the starting point,set the questionnaire options,analyze the customer’s expectation,actual feeling and gap value of express end service of enterprise a according to the service quality gap model,and summarize the problems of end service quality of enterprise a.According to the survey results: first,the overall satisfaction of the survey results is not high,and there is a certain gap between customers’ expectations and actual feelings;Second,there are many specific problems,including the quality and efficiency of distribution,the quality and business level of personnel,the obsolescence and integrity of terminal equipment,customer complaints and feedback,etc.The main factors affecting the end service quality of express of company A are: on the one hand,the upper level of the enterprise has insufficient market awareness,insufficient service standardization and inadequate supervision;On the other hand,the quality of the staff is not strong,and the enthusiasm and sense of responsibility are insufficient.Finally,according to the analysis of the above problems and reasons,this paper puts forward some suggestions to improve the service quality and customer satisfaction of company A: improve the enterprise rules and regulations,improve the responsibility mechanism,strengthen personnel management,optimize the service business process,improve the construction of supporting facilities,strengthen the development of logistics information system,strengthen product innovation,etc,This paper analyzes the guarantee measures to improve the service quality of express terminal of company A,and helps enterprises optimize the service quality of express terminal through these measures.Through the research on the service quality of express terminal of enterprise a,this paper helps enterprise a improve the service quality of express terminal,increase customer satisfaction experience,and better improve the role of express service in people’s daily life. |
