基于差距模型的快递企业服务质量研究

Study on Service Quality of Express Delivery Enterprises Based on Gap Model

进入21世纪以来,随着电子商务的发展,我国各类快递企业蓬勃发展,但在快递业发展的过程中,服务质量始终跟不上发展的要求,对快递业的发展造成了严重的负面影响。基于上述原因用差距模型分析快递企业服务质量的形成过程和原因,并进行了实证分析,最后从微观和宏观两个角度探索了快递企业服务质量提高的具体措施。

In this paper, we used the gap model to analyze the formation and causes of the problems with the service quality of the express delivery enterprises, performed an empirical analysis, and at the end, from the microscopic and macroscopic perspectives respectively, examined the specific measures to improve the service quality of the express delivery enterprises.