Study On Express Service Quality Improvement Strategy Of S Post Company

With the continuous development of the social economy,the prosperity of the network economy has been promoted,and people’s life and consumption patterns are also changing.Online consumption has gradually become an important way of shopping,promoting the rapid development of the express delivery and logistics industry.Service quality has become an important focus of affecting customers’ consumption experience,and has also become the key competitiveness of the development of the express delivery industry.Based on the customer satisfaction theory,SERVQUAL service quality evaluation model and other related contents,this research comprehensively uses the literature analysis,questionnaire survey and comparative analysis to study the express service quality problems of S Post Company,and puts forward the corresponding improvement countermeasures.On the one hand,based on the domestic and foreign journal literature combing and induction,combined with S postal company express service quality analysis,design the survey questionnaire about the express service quality research,collecting and mining S postal company express service quality problems,and from the range and low efficiency,high delivery service cost,staff lack of full service consciousness and customer satisfaction decline analysis four aspects and attribution.On the other hand,based on the analysis and proposal of the problem,the service quality of these four aspects is improved,the corresponding improvement strategy objectives and principles are defined,and the corresponding service quality countermeasures are put forward from the four aspects of collection and distribution,cost control,customer convenience,communication and interaction.This study found that the service quality,as an important influencing factor affecting the customer consumption experience in the process of commercial society and market economic activities,can better meet the consumer service needs.In addition,the postal company express business activities based on large data technology and Internet tools to establish service quality platform,convenient company employees to communicate with customers,collect customer opinions,portrait of customers,achieve accurate management,effectively improve service quality,narrow the gap between customer perception quality and expectations,improve customer satisfaction.The research results have a positive impact on the research on the service quality of S Province Post Company,and play a reference role for other similar express companies to improve the service quality.