西安市中小型快递企业服务质量探析

Discussion on Service Quality of Small-and-medium-sized Express Delivery Enterprises in Xi'an

以西安市中小快递企业为研究对象,采用问卷调查法对西安市中小型快递企业的服务质量进行调查,从顾客满意的角度提出了物流服务质量的具体评价指标,依据各项评价指标对西安市中小型快递企业服务质量进行评价,根据评价结果,对其服务质量中存在的问题进行了分析,提出了有针对性的具体改进建议,对改善西安市中小型快递企业服务质量具有积极意义。

In this paper, with the small-and-medium-sized express delivery enterprises in Xi＇an as the subject, we surveyed their service quality using a questionnaire, then from the perspective of customer satisfaction, and proposed the specific evaluation indexes of the quality of logistics services. Next, using these indexes, we evaluated the service quality of the SMS express delivery enterprises in Xi＇an and in view of the problems identified, presented some specific suggestions for improvement.