摘要
网络购物现今已经成为一种流行趋势,网购的大力发展,有利地促进了快递业务的迅速发展,但是快递企业也暴露出快递服务质量等诸多问题,如暴力分拣、快件丢失、投诉无果、赔偿困难等.快递企业想要在网购市场中站稳,抢占市场份额,就必须提高服务质量.通过分析影响快递服务质量的因素,构建快递企业服务质量评价体系,提高顾客满意度,提升快递企业的竞争力,使快递企业良性、健康的发展.
The online shopping has become a popular trend. Vigorously developing the online shopping,is beneficial to the promotion of the rapid development of express delivery business ,but it also exposes many problems of enterprises express delivery service quality,such as violence sorting,express lost,complaints invalid,compensation difficulty etc.. Express delivery enterprises want to stand firmly in the online shopping market,and seize market share,they should improve the quality of service. By analyzing the factors affecting the quality of service delivery ,they should construct the express enterprise service quality evaluation system,improve customer satisfaction,and enhance the competitiveness of enterprises to express delivery,for their benign,healthy development.
出处
《河南科学》
2015年第6期907-910,共4页
Henan Science
基金
陕西省教育厅专项科研计划项目(14JK1256)
渭南师范学院大学生创新创业计划项目(2014xk043)
2014年渭南师范学院校级特色学科建设项目(14TSXK02)
渭南师范学院院级科研项目(15YKP003)
关键词
网购
快递
服务质量
PSO-BP神经网络
评价
online shopping
express delivery
service quality
PSO-BP neural network
evaluation
