I北京理工大学珠海学院 2020 届本科生毕业论文珠海市中通快递物流服务质量评价摘 要在现代互联网发展迅速的环境下，快递业也在不断的发展起来，快递服务成为了我们日常生活中必不可少的基础服务，人们也对快递的物流服务质量越来越重视。本文以珠海市中通快递为研究对象，为了提升对珠海市中通快递物流服务质量，提高珠海市中通快递物流服务水平，提高顾客对珠海市中通快递的满意度，扩大市场的占有率，提升企业的竞争力。因此本文采用 SERVQUAL—IPA 模型理论为基础，通过调查问卷，得出数据并对数据进行分析，构建珠海市中通快递物流服务质量评价指标，通过服务差距分析与 IPA 分析维度层面与具体指标的具体分析，对珠海市中通快递物流服务质量进行评价并且找出问题所在。最后根据问题与分析结果提出建议。利用 SERVQUAL—IPA 模型对珠海市中通快递物流服务质量评价具有一定的合理性与针对性，对珠海市中通快递物流服务质量的改进具有一定的意义。关键词：服务质量；SERVQUAL—IPA 模型；服务差距II北京理工大学珠海学院 2020 届本科生毕业论文Evaluation on service quality of ZTO express in ZhuhaiAbstractIn the environment of rapid development of modern Internet, the express delivery industry is also constantly developing. Express delivery services have become an indispensable basic service in our daily life. People also pay more and more attention to the quality of express logistics services. This article takes Zhuhai ZTO Express as the research object, in order to improve the quality of Zhuhai ZTO Express logistics services, improve the level of Zhuhai ZTO Express logistics services, increase customer satisfaction with Zhuhai ZTO Express, and expand market share To enhance the competitiveness of enterprises. So this article uses the SERVQUAL - IPA model theory as the foundation, through the questionnaire, it is concluded that the data and analyze the data, build Zhuhaii ZTO express logistics service quality evaluation index, through a service gap analysis and IPA analysis dimension lev...
