随着经济全球化，互联网科技的发展，我国快递年业务量已经成功迈入600亿时代， 在快递行业发展越来越好的同时，各种问题也凸显出来，消费者的体验也越来越差，此 外由于各快递公司之间的竞争已经变成服务之争，同时也培养和提高了消费者对服务质 量的要求。因此提升快递公司服务质量，提高顾客满意度已经成为大势所趋。而在凸显 的问题中，最难、最突出、最无解的问就在最后一公里，而如果要解决最后一公里的问 题，提高消费者的体验感，就需要从最后的快递网点出发。 本文以Y快递网点为例，首先对该网点的背景、业务情况、优劣势进行了深入的调 查和分析，全面收集有关资料。其次在SERVQUAL服务质量评价模型的基础上，结合 快递行业的特点，在原来有形性、可靠性、响应性、保证性、移情性五个维度的基础上 增加经济性维度，采用问卷调查的方式对使用过本公司的顾客进行问卷收集，用信度和 效度分析问卷的质量，通过因子分析计算出各维度的权重和重要性得分，继而算出Y网 点服务质量综合得分，分数显示该网点的服务水平达不到顾客的期望值，服务质量水平 较低。最后分析出网点在六个维度中所存在的问题，并对此提出改善建议。通过这些措 施可以帮助“最后一公里”网点优化物流服务质量，对其他民营快递企业提供参考思路。 关键词：服务质量 SERVQUAL模型 因子分析 II ABSTRACT With the economic globalization, the development of Internet technology, express delivery business has successfully entered 60 billion age in China. When the development of express industry is getting better, all sorts of problems also highlighted. At the same time, consumer experience is becoming worse and worse. Moreover, the competition between the Courier companies has become service competition. And it also cultivates and improves the requirements of the quality of service consumers. Therefore, it has become the general trend to improve the service quality of express delivery companies and improve customer satisfaction. In the highlighted problems, the most difficult, the most prominent, the most unsolved problem is in the “last mile”, and if we want to solve the “last mile” problem, to improve the consumer experience, we need start from the last delivery outlets. Taking Y express outlet as an example, this paper firstly conducts an in-depth investigation and analysis on the background, business situation, advantages and disadvantages of the express outlet, and comprehensively collects relevant data. Secondly on the basis of the SERVQUAL service quality evaluation model, combining with the characteristics of express delivery industry, this paper increases economic dimension. This paper conducts a questionnaire survey, whose validity had been assured by reliability and validity analysis. And through the factor analysis to calculate the weight and the importance of each dimension. then calculating the Y express outlet comprehensive evaluation score. The result shows that the express outlet service level cannot reach the customer expectations. The service quality is not satisfactory. Finally, we analyze the problems in six dimensions and put forward some suggestions for improvement. These measures can help the "last mile" outlets to optimize the quality of logistics services and provide a reference for other private express enterprises. Key words: service quality evaluation; SERVQUAL model; factor analysis III 目 录 摘要 ......................................................................................................................................... I ABSTRACT ............................................................................................................................. II 图表清单 ................................................................................................................................... V 第一章 绪论 .............................................................................................................................. 1 1.1 研究背景 ......................................................................................................................... 1 1.2 研究意义 ......................................................................................................................... 2 1.3 国内外研究状况 ............................................................................................................. 3 1.3.1 国外研究现状 ........................................................................................................... 3 1.3.2 国内研究现状 ........................................................................................................... 4 1.4 研究内容、研究方法及技术路线 ................................................................................. 6 1.4.1 研究内容 ................................................................................................................... 7 1.4.2 研究方法 ................................................................................................................... 7 1.4.3 研究技术路线 ........................................................................................................... 9 第二章 韵达快递Y网点现状分析 ....................................................................................... 10 2.1 韵达快递Y网点简介 .................................................................................................. 10 2.1.1 韵达快递Y网点背景 ............................................................................................ 10 2.1.2 韵达快递Y网点业务介绍 .................................................................................... 11 2.2 韵达快递Y网点现状分析 .......................................................................................... 15 2.3 本章小结 ....................................................................................................................... 16 第三章 韵达快递Y网点服务质量水平模型构建 ............................................................... 17 3.1 韵达快递Y网点服务质量水平模型构建 .................................................................. 17 3.2 问卷设计依据 ............................................................................................................... 19 3.2.1 理论依据 ................................................................................................................. 19 3.2.2 现实依据 ................................................................................................................. 20 3.3 问卷设计与调查 ........................................................................................................... 20 3.3.1 调查问卷设计 ......................................................................................................... 20 3.3.2 问卷调查 ................................................................................................................. 21 3.4 本章小结 ....................................................................................................................... 22 第四章 调查数据整理与分析 ................................................................................................ 23 4.1 样本特征分析 ............................................................................................................... 23 IV 4.2 信度分析 ....................................................................................................................... 24 4.3 效度分析 ....................................................................................................................... 25 4.4 因子分析 ....................................................................................................................... 26 4.5 服务评价权重 ............................................................................................................... 29 4.5.1 一级指标权重的确定 ............................................................................................. 29 4.5.2 二级指标权重的确定 ............................................................................................. 30 4.6 韵达快递Y网点服务质量评价 .................................................................................. 31 4.7 本章小结 ...............................................