【作者】 陈敏；

【导师】 高煜；

【作者基本信息】 西北大学 ， 工商管理， 2009， 硕士

【摘要】 随着中国经济的快速发展,国内快递业每年以35%的速度发展,截止目前已经形成了每年几百亿元的市场。服务是快递企业运作的核心和发展的根本。很多国内外快递公司都有自己的服务评价指标,用来控制内部运营管理。随着境内首个快递行业标准的实施,快递行业的竞争将愈演愈烈,快递行业也需要科学实用的服务质量评价体系。快递企业的服务质量已经成为了新的讨论热点。本文就如何对FedEx(中国)西安分公司快递服务质量进行正确有效的评价进行了探讨,并在此基础上就如何提高快递服务质量提出了一个解决思路和办法。本文首先对FedEx(中国)西安分公司快递服务质量管理进行分析。然后,以客户为导向,通过对西安分公司的客户满意度的调查,对FedEx(中国)西安分公司快递服务质量做出客观的评价,并利用客户满意度的调查对评价结果进行分析,找出FedEx(中国)西安分公司快递的服务需要改进的方面。最后从加强客户关系系统管理,建立线路安排评价体系:客户抱怨管理与服务补救;强化以顾客为中心的服务理念;强化服务质量培训教育等几个方面就提高客户满意度,提出改进的对策和建议。本文对FedEx(中国)西安分公司快递提高服务水平和企业竞争力,进行了有益的探讨。同时,对国内同类型的快递运输企业如何加强服务质量管理具有一定的参考价值。更多还原

【Abstract】 Along with the fast economic development, China domestic express is expanding rapidly with a yearly growth of 30%. So far, the annual revenue produced in express industry exceeds 10 billion. Service has become the most essentiall part of development of express companies. Most of the domestic express companies and foreign companies have their own evaluation system for the inner control and management. Since the implementation of the first Express Industry Standard, the competition among express companies has become more and more severe. Express Industry is calling for a more scientific and practical service quality evaluation system.Express Service quality is becoming a heat topic in this world. This paper conducts an analysis on how to evaluate the service quality of FedEx (China), Xi’an Branch, and then points out the solutions and methods accordingly.This paper firstly starts with the analysis on the service quality management of FedEx (China), Xi’an Branch. Furthermore, focusing on the customer needs, this paper conducts a questionnaire on customer satisfaction in order to set up service quality evaluation indicator model and work out an objective appraisal on FedEx (China), Xi’an Branch. Then this paper analyses the evaluation results by using the matrix of satisfaction, in order to find out the service weakness of FedEx (China), Xi’an Branch that needs to be overcome. Finally, This paper points out the suggestions and methods for future improvements on customer satisfaction, namely, enhance customer relation management, establish service-line arrangement evaluation system; improve customer claim management; strengthen customer-oriented principle; increase service quality training.This research provides feasible discussion on the service improvement and company competitiveness enhancement of FedEx (China), Xi’an Branch. Meanwhile, this paper offers some reference for other domestic express companies on how to improve service quality management.更多还原