快递终端网点服务质量管理研究——以T快递北京西城区某网点为例

Study on Service Quality Management of Express Terminal Outlets——Taking T Express in Beijing,s Xicheng District as an Example

快递终端网点是快递服务的最后一站,其服务质量对于用户体验具有决定性意义。文章以SERVQUAL模型为基础,通过用户问卷调查,依据有形性、可靠性、响应性、保证性、移情性、经济性六个指标及其子指标建立评价体系;并以T快递北京西城区某网点为例进行快递终端服务质量评价,从而全面分析用户服务存在的问题,并针对性地完善服务机制与流程,有效提升其服务品质。

Express terminal network is the last stop of express service,and its service quality is decisive for user experience.Based on SERVQUAL model and through user questionnaire survey,this paper establishes an evaluation system from six indicators and their sub-indicators of tangibility,reliability,responsiveness,assurance,empathy and economy.This paper takes a branch of T Express in Xicheng District of Beijing as an example to evaluate the service quality of express terminals,so as to comprehensively analyze the problems existing in user service,pertinently perfect the service mechanism and process,and effectively improve its service quality.