摘要
摘要
21世纪以来，我国经济发展突飞猛进，互联网经济的崛起使得人们对于快
递行业的需求也剧增。现代快递业作为促进经济全球化的重要产业，俨然成为
我国经济经济体系中不可或缺的一部分。因此，在当今国际市场蓬勃发展的时
期，以及进出口企业对国际市场需求的增长，快递企业如何提高快递从业人员
的服务意识尤其重要。尽管目前各大快递公司都重视员工的素质培养工作，然
而根据消费者的普遍反馈，快递行业的服务质量参差不齐，客户不满意、投诉
的情况时有发生。所以，快递业服务质量低下是快递行业发展的阻碍。因此，
快递行业的服务质量问题亟待寻找提升的办法。
本文综合使用了文献研究法、案例分析法和调查问卷法，以D快递公司为
研究对象，以快递行业客户关系管理、顾客满意的相关理论为基础，通过服务
质量模型中的五大要素：有形性、可靠性、相应性、保证性和移情性，对
客户服务质量展开研究。通过调查分析法采样统计，采集D快递公司客户电话
投诉案例等数据，对D快递公司存在的质量问题进行整理归纳，根据以上问题
提出了D快递公司服务质量改善优化方案：制定完善的考核机制，通过完善的
人员质量服务考评来激励员工提供更好的服务给到客户；制定公司内部激励措
施，对于长期提供优秀服务并取得客户认可的员工，给予激励性的鼓励，也为
员工能够带来持续性的高质量服务给予嘉奖；通过不断夯实业务员的基础技能
与服务意识，利用月度能力测试来检测员工业务掌握情况并时刻提醒员工保持
高服务质量服务客户；提高员工路区操作习惯，并不断优化路区取件与派送路
线，提高员工的取件与派送及时性，避免因为内部原因导致货物延误确保货物
的及时性，从而来提高客户的使用体现与满意度。本文也从人员招聘的优化，
进出口包装选材与包装方式的优化以及内部质量结果自审与激励政策的优化提
供了相关的保障措施。
本文的结论将为D快递公司如何有效的提升客户服务质量提供参考，也能
为同行业快递公司提供相关借鉴经验，具有一定的现实指导意义。
关键词：D快递公司；服务质量；顾客满意；提升措施
I
Abstract
Abstract
Since the 21st century, our country's economic development has grown by leaps
and bounds. The rise of the Internet economy has increased people's demand for the
express delivery industry. As an important service industry that promotes economic
globalization, the modern express delivery industry has become an important part of
my country's economic system. Therefore, in the process of the rapid development of
the express industry and the increasing business volume, it is very important to improve
the service quality of express employees. Although majority of express delivery
companies currently paygreat importance to the qualitytraining of employees,
according to the general feedback from consumers, the service quality of the express
delivery industry is uneven, and customer dissatisfaction and complaints occur from
time to time. The service quality become a bottleneck to the express delivery industry
which needs to find ways to improve.
This paper comprehensively uses literature research method, case analysis method
and questionnaire method, taking D express company as the research object, based on
the related theories of customer relationship management and customer satisfaction in
the express industry to carry out the research on customer service quality with five
elements in the service quality model: tangibility, reliability, responsiveness, assurance,
and empathy. Through the survey and analysis method, this paper is sampling statistics,
collecting data such as customer telephone complaints of D express company, sorting
out and summarizing the quality problems of D express company, and putting forward
D express company's service quality improvement plan and improvement measures
accordingto theaboveproblems. Throughtheoptimization ofthepersonnel
recruitment process, select employees who meet the position and have a better sense of
service; by continuously consolidating the basic skills and service awareness of the
salesman, use the monthly ability test to detect the employee's business mastery and
always remind the employee to maintain a high level of service. Service quality to serve
customers; improve employees' road area operation habits, and continuously optimize
II
Abstract
road area pickup and delivery routes to improve employees' pickup and delivery
timeliness, avoid delays in goods due to internal reasons, and ensure the timeliness of
goods, thereby improving customers. use and satisfaction; formulate an effective
express packaging system and damage handling process to prevent the goods sent by
customers from being damaged and thusaffect the quality of customer service;
formulate a perfect assessment mechanism to motivate employees to provide better
service through perfect personnel quality service assessment. Provide good service to
customers; formulate internal incentive measures for the company, give incentives to
employees who have provided excellent services for a long time and have been
recognized by customers，and also reward employees for providing continuous high-
quality services. The conclusion of the paper can provide reference for D express
company to improve customer service quality, can also provide relevant experience for
similar express companies, which has certain practical guiding significance.
Key Words：D Express；Service Quality；Customer Satisfaction；Improvement
Measures.
III