基于顾客视角的快递业服务质量评价指标体系研究最终稿

专业学位硕士学位论文

基于顾客的快递业服务质量评价指标体系研究

Study on Evaluation Index System of Express Industry in Quality

of Service Based on Customer

作者姓名：闫景民

工程领域：物流工程

学号：31011008

指导教师：俞明南

完成日期：2012-5-21

大连理工大学

Dalian University of Technology

大连理工大学学位论文独创性声明

作者郑重声明：所呈交的学位论文，是本人在导师的指导下进行研究工作所取得的成果。尽我所知，除文中已经注明引用内容和致谢的地方外，本论文不包含其他个人或集体已经发表的研究成果，也不包含其他已申请学位或其他用途使用过的成果。与我一同工作的同志对本研究所做的贡献均已在论文中做了明确的说明并表示了谢意。

若有不实之处，本人愿意承担相关法律责任。

学位论文题目：

作者签名：日期：年月日

摘要

中国快递服务从1987年起步，至今已有25年的历史。近年来随着电子商务的蓬勃发展，快递业规模迅速扩大，而且快递业的未来发展空间更大。而快速发展的同时，也产生了一系列的问题，快递企业无节制的扩张，消费者对于快递服务众多的投诉等。随着市场竞争的日趋激烈，快递企业的服务质量已经成为行业竞争的重点。如何有效的测量快递企业的服务质量，找到改善服务质量的关键要素，并改进服务质量，就成为了快递企业服务质量管理的重要内容之一。

目前我国关于快递服务质量评价的研究主要关注评价体系的构建，而针对评价指标的研究相对匮乏。本文以服务质量差距分析模型和SERVQUAL模型为本文的理论基础，并根据快递业的特点和现存问题，制定了我国快递企业服务质量评价模型，其中包括有形性、可靠性、响应性、保证性、移情性，并增加了补救性维度，总共6个维度，27个指标。然后通过消费者调查各个指标的重要性，通过信度检验和区分度检验，因子负荷以及各指标的重要性分析，剔除无效的指标，最终形成了6维度，24指标的我国快递企业服务质量的评价模型。本文还介绍了如何根据服务质量评价的结果制定出科学有效的服务质量提升策略。并以EMS 为例，进行了服务质量评价和改善的实证研究。

本文验证了SERVQUAL理论在我国快递业的适用性，具有一定的理论意义。同时为快递企业的服务质量评价和改善提供了工具，通过评价结果可以发现服务质量中存在的问题，并能指导快递企业科学有效的提升服务质量，具有一定的实践意义。对快递企业服务质量评价研究有一定的参考价值。

关键词：快递；服务质量；评价指标体系

Study on Evaluation Index System of Express Industry in Quality of

Service Based on Customer

Abstract

Chinese express started in 1987, which has been developing 25 years. With the flourishing development of e-commerce in recent years, the size of the express industry is expanding rapidly, and the express industry have a greater development space in the future. However, the express industry still have a series of problems, such as uncontrolled expansion of express enterprises and a large number of complaints on the express. As the market competition become more intense, the quality of the express enterprises have become the main focus of industry competition. How to effectively measure the quality of express enterprises as well as to find key elements to improve the quality of service, and to improve quality, become an important part of express enterprises quality management.

At present, China’s express quality evaluation research focus on the Construction of assessment system, which lead to the lack of research for the evaluation. This article take service quality gap analysis model and SERVQUAL model as the theoretical basis. In accordance with the characteristics and existing problems of the express industry, this article also formulates China's express service quality evaluation model, including tangibles, reliability, responsiveness, assurance, empathy, and increase the dimensions of remedial, and 27 indicators. Through the consumer’s investigation about the importance of individual indicators, this article removed invalid indicators by reliability test and discrimination test, factor loadings,analysis of the importance of each indicator finally formed six dimensions, 24 indicators of quality evaluation model for China's express enterprise service. The article also described how to develop a scientific and effective quality of service promotion strategies based on the results of quality evaluation. Taking EMS as an example, it conducted empirical research on service quality and improvement.

This article verifies the applicability of the SERVQUAL theory in the express industry in China, and has a certain theoretical significance. At the same time it provides a tool for quality assessment and improvement of express enterprises .By evaluating results of the problems which can be found in the quality of service, the article can guide express enterprise to improve quality. There are also some practical significance. Service quality evaluation of the express enterprises have a certain