基于服务质量模型的快递服务质量差距分析

Gap Analysis of Quality of Express Services Based on Service Quality Model

通过顾客感知快递服务质量模型提出了快递企业服务质量所包含的内容;建立了快递服务质量差距分析模型,利用模型对五种快递服务质量差距的形成过程和原因进行了分析。通过调研得到了某快递公司2011年1-5月份业务量数据及遗失率,损坏率、一般失误率、中转准点率统计数据,借助快递服务质量差距分析模型通过这四个指标对该快递公司的快递服务质量的进行了分析评价,找到了快递服务质量差距产生的原因,提出了提高快递服务质量的措施。结果表明,质量差距分析模型能够有效地分析和评价快递服务质量。

In this paper, according to the customer perception model of express service quality, we proposed the connotation of the service quality of express enterprises, established the gap analysis model for the quality of the express services, and used the model to study the cause and process of the formation of the gaps in the quality of five kinds of express services. Then using the statistical data concerning the business volume, rate of parcel loss, rate of parcel damage, rate of general error, and rate of on-time transshipment, of a certain express company for the period between January and May, 2011, obtained through field survey, we assessed the service quality of the company, identified the cause of the gaps therein, and proposed the measures to enhance the quality of the services. The result indicated that the quality gap model could effectively analyze and evaluate the quality of express services.