Research On Improving Service Quality Of ST Express Companies Under The "blowout" Deman

During the e-commerce shopping festival,the concentration of consumer shopping behavior leads to a surge in business orders for e-commerce companies,the demand for express delivery appears blowout state.This has brought great delivery pressure to third-party express companies,and problems such as delayed,damaged,lost shipments,and poor delivery service attitude have increased in frequency.Therefore,how to effectively improve the service quality of express companies under the surge in demand is an urgent issue for third-party express enterprises.Based on text mining technology and SERVQUAL service quality model,this paper studies the service quality optimization of ST Express company under the background of "surge" delivery demand caused by e-commerce promotion.Firstly,based on the relevant theoretical basis of express service quality,the basic situation of ST Express Company and its business development status are analyzed.Secondly,the online negative comments about ST Express Company during the e-commerce shopping festival are taken as the research object,and text mining technology is used to identify the core concerns of consumers for ST Express Company’s express service quality under the "surge" in demand.Finally,based on the online negative comment research data and existing research literature,a "surge" demand-based service quality evaluation system for ST Express Company is constructed,consisting of six dimensions and 23 indicators,using the SERVQUAL service quality scale.The weights of each indicator are determined using the analytic hierarchy process,and the service quality of ST Express Company is measured based on the analysis of the service quality perceptionexpectation gap.The research results show that the gap between the perceived service quality of ST Express Company and the expected service quality perceived by consumers is significant.In particular,reliability,responsiveness and remediation account for a relatively high weight,and the score gap is large.The quality of express service under these three dimensions needs to be improved.Based on the research findings,this article proposes strategies to improve the service quality of ST Express Company from six dimensions.