摘要
对民营快递企业的服务质量进行调查分析,以广西玉林韵达快递公司348名客户的调查数据为基础,对收寄件速度、快递损失及损坏、赔付及处理投诉服务、快递分类及摆放等四项服务质量问题进行分析,最后从投递体系、快件安全、及时处理赔付及投诉、提高品牌形象等四方面提出对策。
In this paper, we investigated the service quality of the private express company, then based on the survey data of 348 customers of Guangxi YulinYunda Express Co., Ltd., analyzed the four main issues with its service quality, namely, timeliness of parcel reception and delivery, parcel loss or damage, compensation and complaint processing, and parcel classification and placement, and at the end, proposed the corresponding countermeasures from the aspects of delivery system, parcel safety, timely complaint and claim processing, and brand image enhancement, etc.
作者
唐微
梁凤梅
陈开慧
Tang Wei;Liang Fengmei;Chen Kaihui(Business School of Yulin Normal University, Yulin 537000, Chin)
出处
《物流技术》
2018年第5期13-16,共4页
Logistics Technology
基金
2016年度广西壮族自治区高等教育本科教学改革工程项目实践成果(2016JGB339)
关键词
民营快递企业
服务质量
玉林韵达快递公司
调查分析
private express company
service quality
YulinYunda Express Co.
Ltd.
investigation and analysis
