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The Research on Service Quality Evaluation Model and Its Application in Express Enterprise

Author: ZhaoCai
Tutor: ChenYang
School: Changsha University of Science and Technology
Course: Management Science and Engineering
Keywords: Courier companies Service Quality Evaluation Gray fuzzy theory Quality Function Deployment
CLC: F259.2
Type: Master's thesis
Year: 2010
Downloads: 491
Quote: 2
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Abstract


The development of express industry in China , although only twenty years time , but it is a rapid development and has great potential for development of the industry, so far has formed hundreds of billion a year market . On the one hand , with the rapid economic development, especially since China's accession to the WTO , a full range of courier industry compete in the global market , making China's express delivery enterprises are facing increasingly fierce competition , China's express delivery companies in the fierce competition to win , must continue to improve its service quality ; the other hand, from the customer's dissatisfaction , it is required for service of courier companies to seize improvements. The level of quality of service needs assessment can be found through scientific shortcomings and problems, improvement of quality of service also requires the scientific method, in order to identify the service measures. This article is mainly to build courier service quality evaluation model and corporate use QFD method to find ways to improve the quality of key business services courier service measures . Firstly, according to the various services in the field have been widely used in the SERVQUAL theory , combined with the characteristics of courier companies , courier companies established service quality evaluation system ; secondly to draw on existing service quality evaluation methods to construct service quality evaluation model courier companies , combination of the above indicator system , using the gray theory and fuzzy mathematics method combining gray fuzzy evaluation ; then combined survey results , the use of QFD analysis methods, to find courier companies should focus on strengthening the service measures ; final thoughts in the application under the guidance of in Changsha, select a courier firm empirical study of customer information collected through the questionnaire , using SPSS17.0 statistical software to collect customer information for statistical analysis, to test the reliability index system built with gray theory and fuzzy mathematics method of combining fuzzy gray comprehensive evaluation of its quality of service , combined survey results , the use of QFD analysis to find ways to improve the quality of its services critical service measures, and these measures were elaborated . Hope that through this thesis to be able to express enterprise service quality evaluation and quality improvement to provide a good reference.

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