IA快递企业物流服务质量的现状及对策分析摘要最近几年，在我国经济发展的拉动下，中国快递行业发展日益成熟。快递企业作为物流业不可缺少的一部分，在新的社会形势下，要求变得越来越高。能够提供高质量物流服务的快递企业才可以保持强大的竞争力。在发展过程中，大量的外国快递企业进入中国后，快递企业能否更好地生存的关键是物流服务质量的发展。物流服务质量将直接地影响到客户的满意度，甚至是企业本身的经济效益和长远的发展。然而在快递运输过程中，比如快件的丢失、快件的损失、无法提供个性化的物流服务、收件的延迟等等服务质量问题却层出不穷。基于上述情况，本文以A快递企业作为研究对象，设计调查问卷，进行分析研究及提出解决对策，我认为这对于相关物流企业具有一定的参考意义。本论文在参考大量国内外资料文献后，以此为基础对本文的研究目的、背景和意义进一步介绍；随后，对本论文主要内容阐述，解读快递企业物流服务质量相关理论。并且，对A快递企业具体请战情况分析，以SWOT分析法为主要分析方法。依托SERVQUAL模型，尝试对A快递企业物流服务质量调查问卷的评价指标逐一设立。在实地调研A快递企业物流服务质量具体情况时，应用问卷调查法，将收集到的真实数据，利用SPSS软件中的信度分析证明其指标的可行性，最后进行分析研究，总结出A快递企业物流服务质量存在的问题，提出具有针对性的解决对策。关键词：快递企业，物流服务质量，SWOT分析，SERVQUAL模型ⅠAnalysisonthecurrentsituationandcountermeasuresoflogisticsservicequalityofAexpresscompanyAbstractInrecentyears,withtherapidandcomprehensivedevelopmentofChina'seconomy,China'sexpressindustryhasalsobeenrapiddevelopment.Expressenterprisesasanindispensablepartofthelogisticsindustry,inthenewsocialsituation,therequirementsbecomemoreandmorehigh.Onlyexpressdeliverycompaniesthatcanprovidehigh-qualitylogisticsservicescanmaintainstrongcompetitiveness.Intheprocessofdevelopment,afteralargenumberofforeignexpressdeliveryenterprisesenterChina,thekeytothebettersurvivalofexpressdeliveryenterprisesisthedevelopmentoflogisticsservicequality.Logisticsservicequalitywilldirectlyaffectcustomersatisfaction,andeventheeconomicbenefitsandlong-termdevelopmentoftheenterpriseitself.However,intheprocessofexpresstransportation,suchasthelossofexpress,thelossofexpress,unabletoprovidepersonalizedlogisticsservices,thedelayofreceiving,andsoon,thequalityofserviceproblemsemergeinanendlessstream.Basedontheabovesituation,thispapertakesAexpressdeliverycompanyastheresearchobject,designsAquestionnaire,conductsanalysisandresearch,andputsforwardsolutions.Ithinkthishascertainreferencesignificanceforrelatedlogisticscompanies.ThispaperinAlargenumberofoutstandingdomesticandforeignliteratureandreferenceonthebasisofdomesticandforeignadvancedtheory,thispaperexpoundstheresearchbackground,purposeandsignificanceofthisarticle,themaincontentofthisarticleareintroduced,andrelevantconceptsofexpresslogisticsservicequality,andthen,usingtheSWOTanalysisofthecurrentsituationofthedevelopmentofACouriercompanies.AccordingtotheSERVQUALevaluationmodel,theevaluationindexesofAexpressdeliveryenterpriselogisticsservicequalityquestionnairewereconstructed.ThequestionnairesurveywasusedtoinvestigatethecurrentsituationofAexpressdeliveryenterpriselogisticsservicequality.ThecollectedrealdatawereusedtoprovethefeasibilityoftheindicatorsbyusingthereliabilityanalysisinSPSSsoftware.SummarizetheproblemsexistinginthelogisticsservicequalityofAExpressCompany,andputforwardtargetedsolutions.Keywords:expressenterprises,logisticsservicequality,SWOTanalysis,SERVQUALmodelIII目录摘要......................
