【摘要】 物流企业服务质量关乎着快递企业的长远发展，是企业提升竞争力的关键因素，只有提升快递企业物流服务质量，才能不断提升企业的竞争力。以ST快递公司为研究对象，设计了快递企业物流服务质量的问卷调查，利用改进后的SERVQUAL模型，并运用熵权-TOPSIS法，对调查问卷的数据进行整理和计算。结果表明：(1)移情性>可靠性>时效性>安全保密性>有形性；(2)这19项评价指标中，Q2包裹整齐有序，易于取件、Q3快递的价格合理、Q4快递可以实时追踪、Q6员工的业务熟练、Q7退货方便快捷、Q10快递及时发货、Q13网点能及时通知取件，这7个评价指标较低，不到0.2。指出了ST快递公司的服务质量相对较低，很有提升的必要。更多还原

【Abstract】 The service quality of logistics enterprises is related to the long-term development of express delivery enterprises, and is a key factor for enterprises to enhance their competitiveness. In this paper, ST Express is the research object. A questionnaire survey on the logistics service quality of express delivery enterprises is designed, and the data of the questionnaire are sorted and calculated by using the improved SERVQUAL model and the entropy weight-TOPSIS method. The study finds that:(1) empathy>reliability>timeliness>security and confidentiality>tangible;(2) Among these 19 evaluation indicators, Q2 parcels are neat and orderly, easy to pick; Q3 express prices are reasonable; Q4 express can be tracked in real time; Q6 employees are proficient; Q7 returns are convenient and fast; Q10 express delivery is timely delivery; Q13 outlets can notify pickup in time. These 7 evaluation indicators are low, less than 0.2. The quality of ST Express’ service is relatively low and there is a need for improvement.更多还原