我国快递行业相较于发达国家来说，起步比较晚，但是我国快递市场潜力较大， 得到了国家相关部门的支持。但是在快速的发展中，基础奠基的不扎实、结构的不稳 定等因素都会影响快递公司的服务质量，影响快递行业的发展。服务质量作为快递公 司的核心竞争力，如何提升快递公司服务质量依然成为各大快递公司亟需思考的问题。 本文将通过主因子分析法、问卷调查法、定性分析和定量分析及实证分析入手， 针对服务质量、快递服务、快递服务质量、顾客满意理论和服务质量理论进行界定与 学习。根据科学合理性原则、顾客导向原则、实用灵活性原则和可行性原则构建了快 递公司服务质量模型，认为应该有以下指标：可靠性指标、有形性指标、专业性指标、 响应性指标和补救性指标。并设计相关调查问卷，了解了杭州市ST快递公司快递服 务可靠性、快件处理的有形性、快递人员专业性、快递服务响应性和快递服务补救性。 最后通过对杭州市ST快递公司服务质量评价发现杭州市ST快递公司在服务质量存 在以下问题：服务质量可靠性较差、服务质量有形性存在问题、服务人员的专业素质 有待提高、服务响应亟须加强和服务质量补救性有待提升。并提出杭州市ST快递公 司服务质量改进对策：提升公司服务质量的可靠性、塑造公司服务质量的形象和信誉、 提高公司服务人员的专业素质、加快服务响应速度和建立公司服务质量的后期投诉机 制。 关键词：服务质量 快递行业 客户满意度 III Abstract Compared with developed countries, China's express delivery industry started relatively late, but the potential of China's express delivery market is great, and has been supported by relevant national departments. But in the rapid development, the foundation is not solid, structural instability and other factors will affect the quality of service of express companies, affect the development of the express industry. Quality of service as the core competitiveness of the express company, how to improve the quality of service of the express company is still a major express company need to think about. This paper will start with the principal factor analysis, questionnaire survey, qualitative analysis and quantitative analysis and empirical analysis, and define and study the service quality, express service, express service quality, customer satisfaction theory and service quality theory. According to the principles of scientific rationality, customer orientation, practical flexibility and feasibility, the service quality model of express company is constructed. The following indicators should be considered: reliability index, tangible index, professional index, responsiveness index and remedial index. The questionnaire was designed to understand the reliability of express service, the tangibility of express handling, the professionalism of express personnel, the responsiveness of express service and the remedy of express service of ST express company in Hangzhou. Finally, through the evaluation of the service quality of Hangzhou ST Express Company, the following problems are found in the service quality of Hangzhou ST Express Company: poor reliability of service quality, tangible problems of service quality, professional quality of service personnel to be improved, service response to be strengthened and service quality remediation to be improved. It also puts forward some countermeasures to improve the service quality of Hangzhou ST Express Company: improving the reliability of the company's service quality, shaping the image and reputation of the company's service quality, improving the IV professional quality of the company's service personnel, speeding up the response speed of service and establishing the post-complaint mechanism of the company's service quality. KEYWORDS: Service Quality Express Industry Customer Satisfaction V 目 录 摘要 .............................................................................. I Abstract ........................................................................ III 第一章 绪论 .................................................................... 1 1.1 研究背景 ...................................................................... 1 1.2 研究目的与意义 ................................................................ 2 1.2.1 研究目的 ................................................................ 2 1.2.2 研究意义 ................................................................ 2 1.3 研究方法 ...................................................................... 3 1.3.1 主因子分析法 ............................................................ 3 1.3.2 问卷调查法 .............................................................. 3 1.3.3 定性分析和定量分析 ...................................................... 3 1.4 技术路线图 .................................................................... 4 1.5 创新点 ........................................................................ 4 第二章 理论基础与文献综述 .................................................... 5 2.1 相关概念界定 .................................................................. 5 2.1.1 服务质量 ................................................................ 5 2.1.2 快递服务 ................................................................ 5 2.1.3 快递服务质量 ............................................................ 6 2.2 理论基础 ...................................................................... 6 2.2.1 顾客满意理论 ............................................................ 6 2.2.2 服务质量理论 ............................................................ 7 2.3 国内外研究现状 ................................................................ 8 2.3.1 国外研究现状 ............................................................ 8 2.3.2 国内研究现状 ............................................................ 9 2.3.3 评述 ................................................................... 10 第三章 ST快递公司服务质量模型构建 .......................................... 11 3.1 指标体系构建原则 ............................................................. 11 3.1.1 科学合理性原则 ......................................................... 11 3.1.2 顾客导向原则 ........................................................... 11 VI 3.1.3 实用灵活性原则 ......................................................... 11 3.1.4 可行性原则 ............................................................. 11 3.2 指标体系构建 ................................................................. 12 3.2.1 指标的选取以及因子检验 ................................................. 12 3.2.2 评价指标的主要因子的确定 ............................................... 13 3.2.3 因子分析 ............................................................... 14 3.3 服务质量评价体系建立 ......................................................... 17 第四章 杭州市ST快递公司服务质量评价 ....................................... 21 4.1 杭州市ST快递公司情况 ........................................................ 21 4.2 杭州市ST快递公司服务质量问卷调查 ............................................ 21 4.2.1 问卷设计原则 ........................................................... 21 4.2.2 问卷设计依据 ........................................................... 22 4.2.3 问卷设计内容 ........................................................... 24 4.3 杭州市ST快递公司服务质量现状 ................................................ 24 4.3.1 快递服务可靠性 ......................................................... 24 4.3.2 快递处理有形性 ......................................................... 25 4.3.3 快递人员专业性 ......................................................... 26 4.3.4 快递服务响应性 ......................................................... 27 4.3.5 快递服务补救性 ......................................................... 28 4.4 杭州市ST快递公司服务质量评价 ................................................ 29 第五章 杭州市ST快递公司服务质量分析 ....................................... 31 5.1 服务质量存在的问题 ........................................................... 31 5.1.1 服务质量可靠性较差 ..................................................... 31 5.1.2 服务质量有形性存在问题 ................................................. 31 5.1.3 服务人员