【正文】
畢 業(yè) 論 文題目:物流快遞行業(yè)服務(wù)質(zhì)量評(píng)價(jià)研究 物流快遞行業(yè)服務(wù)質(zhì)量評(píng)價(jià)研究Logistics express delivery industry serves quality evaluation research摘 要隨著全球經(jīng)濟(jì)的快速發(fā)展,市場(chǎng)競(jìng)爭(zhēng)瞬息萬(wàn)變,企業(yè)在商業(yè)活動(dòng)中越來(lái)越追求商業(yè)文件、樣品及高精物品的快速、安全的到達(dá)。消費(fèi)者則追求足不出戶便能購(gòu)買到所需的日常用品,市場(chǎng)的旺盛需求使傳統(tǒng)的貨物運(yùn)輸服務(wù)產(chǎn)生了一種具有快速、門到門兩個(gè)特點(diǎn)的服務(wù)方式—快遞服務(wù)。如今,快遞業(yè)服務(wù)已經(jīng)深入人們的日常生活,成為解決人們?nèi)粘:臀锲愤f送事務(wù)重要的方式之一。雖然快遞服務(wù)受到越來(lái)越多客戶的歡迎,但是在整個(gè)服務(wù)過(guò)程中發(fā)生的許多問(wèn)題,尤其是快遞服務(wù)質(zhì)量問(wèn)題一直阻礙著我國(guó)眾多快遞企業(yè)的可持續(xù)發(fā)展。目前國(guó)內(nèi)外關(guān)于快遞業(yè)服務(wù)質(zhì)量問(wèn)題的研究并不多見(jiàn)。如何有效的改善我國(guó)快遞業(yè)服務(wù)質(zhì)量就成為本文研究的出發(fā)點(diǎn)?,F(xiàn)代快遞業(yè)經(jīng)過(guò)近三十年的發(fā)展,已經(jīng)成為一個(gè)利潤(rùn)豐厚、潛力巨大的行業(yè)。國(guó)內(nèi)快遞業(yè)每年以 30%增速快速發(fā)展,到目前為止形成了每年上百億元的市場(chǎng)。伴隨著中國(guó)郵政一家“獨(dú)霸天下”的國(guó)內(nèi)快遞行業(yè)格局的打破,我國(guó)快遞業(yè)出現(xiàn)了國(guó)營(yíng)、外資、民營(yíng)等多種經(jīng)濟(jì)主體、多種運(yùn)輸方式相互競(jìng)爭(zhēng)的市場(chǎng)格局。隨著境內(nèi)首個(gè)快遞行業(yè)標(biāo)準(zhǔn)的實(shí)施,快遞行業(yè)的競(jìng)爭(zhēng)將愈演愈烈,快遞行業(yè)也需要統(tǒng)一的服務(wù)質(zhì)量評(píng)價(jià)體系??爝f業(yè)務(wù)是一種市場(chǎng)競(jìng)爭(zhēng)性業(yè)務(wù),具有私人產(chǎn)品性質(zhì)。它源于現(xiàn)代社會(huì)市場(chǎng)競(jìng)爭(zhēng)的需要,其本身的發(fā)展也是市場(chǎng)競(jìng)爭(zhēng)的結(jié)果。快遞業(yè)以滿足個(gè)性化需求為宗旨,以市場(chǎng)競(jìng)爭(zhēng)為基礎(chǔ),提供個(gè)性化的附加服務(wù),實(shí)行差別化的競(jìng)爭(zhēng)性定價(jià)政策。對(duì)于顧客來(lái)說(shuō),快遞公司的服務(wù)質(zhì)量主要體現(xiàn)在是否能夠快速、準(zhǔn)確、安全的遞送標(biāo)的物,這也是快遞行業(yè)的核心服務(wù),也是快遞公司提高競(jìng)爭(zhēng)力的根本。關(guān)鍵詞:快遞行業(yè)、服務(wù)質(zhì)量、評(píng)價(jià)體系A(chǔ)bstractWith the rapid development of world economy and the tough change of market petition,enterprises require more and more fast and safe delivery of business documents and samples. In the meantime,costumers are seeking for shopping without leaving houses. Above two aspects engender a new service meansexpress service,to meet the bloom demand of market,which is with the character of fast speed and doordoor.Nowadays, express delivery service is deeply rooted into our daily life, being a major channel for the delivery of general mail and goods. Express delivery service is getting more and more popular for most customers, but there are still many problems existing in the whole process of delivery business. Especially, the express delivery service quality problem is always a trouble that restrains the sustainable development of most express delivery suppliers in China. At present, there are neither more studies done on the express delivery service quality problem home or abroad, nor related study literatures. Therefore, how to improve the express delivery service quality of those Chinese enterprises is a focus of attention for this dissertation.After nearly 30 years of development,Modern Express industry has bee a industry with huge profit and potential. Domestic express industry is growing at the rate of 30% annually, and has formed a 10 billion yuan upon a time, China Postal was the only express pany in Chinese market. But now, more and more Express panies have show up in China, including foreign –owned corporations, privateowned corporations and joint ventures. As the first industrystandard of express implemented in 2008, the petition of express market is intensified. Express industry needs a service quality evaluation system.Express is a petitive business market. The product is privatenatured. It originated from the development of modern society. The development of express is the result of petition. Meeting the individual needs and providing personalized services is the tenet of express firm.For customers, the service quality of express pany primarily reflected in the possibility of rapid, accurate and safe delivery of the subject matter. This is the core service of express and also the key item to improve petitiveness. Key words: Express industry service quality evaluation system目 錄一、緒論 1(一)選題的背景 1(二)研究的意義 2二、物流快遞業(yè)發(fā)展現(xiàn)狀分析 4(一)物流快遞的概述 4(二)快遞的發(fā)展歷程及現(xiàn)狀 8(三)我國(guó)快遞業(yè)存在的問(wèn)題 12三、物流快遞業(yè)服務(wù)質(zhì)量評(píng)價(jià) 17(一)服務(wù)質(zhì)量概述 17(二)物流快遞企業(yè)服務(wù)質(zhì)量評(píng)價(jià)體系的建立 18(三)實(shí)證分析 19四、問(wèn)題與對(duì)策 25(一)存在的問(wèn)題 25(二)解決的對(duì)策 27結(jié)束語(yǔ) 29參考文獻(xiàn) 30附 錄 31致 謝 33 一、緒論物流是根據(jù)客戶的要求,將物品從供應(yīng)地向接收地轉(zhuǎn)移的活動(dòng)。它是國(guó)民經(jīng)濟(jì)發(fā)展的動(dòng)脈和基礎(chǔ),連接著社會(huì)經(jīng)濟(jì)的各個(gè)組成部分并使之成為一個(gè)有機(jī)整體;同時(shí),它通過(guò)對(duì)各種物流要素的優(yōu)化組合和合理配置,實(shí)現(xiàn)經(jīng)濟(jì)活動(dòng)效率的提高和社會(huì)資源耗費(fèi)的降低;此外,它還通過(guò)為全社會(huì)提供全面、個(gè)性化、多樣化的物流服務(wù),使各個(gè)環(huán)節(jié)實(shí)現(xiàn)價(jià)值增值。現(xiàn)代物流業(yè)包含多方面的內(nèi)容,其中,快遞作為物流行業(yè)的主要組成部分,以其快捷、準(zhǔn)確和優(yōu)質(zhì)的服務(wù)正逐步贏得越來(lái)越多的客戶,由此使我國(guó)快遞企業(yè)的數(shù)量與日俱增,而快遞業(yè)究竟如何發(fā)展也開始受到社會(huì)各界的廣泛關(guān)注。由于全球經(jīng)濟(jì)的快速發(fā)展,市場(chǎng)競(jìng)爭(zhēng)的日趨激烈,企業(yè)在商業(yè)活動(dòng)中越來(lái)越追求商業(yè)文件、樣品及高精物品的快速、安全的到達(dá);同時(shí),互聯(lián)網(wǎng)購(gòu)物快速增加,消費(fèi)者足不出戶便能購(gòu)買到所需的各種物品,于是在傳統(tǒng)的貨物運(yùn)輸服務(wù)基礎(chǔ)上逐漸產(chǎn)生一個(gè)新的分支——快遞。(一)選題的背景快遞業(yè)是 20 世紀(jì) 60 年代末在美國(guó)誕生的一個(gè)新的行業(yè)??爝f業(yè)是物流業(yè)的重要組成部分,是在傳統(tǒng)的運(yùn)輸業(yè)基礎(chǔ)之上,隨著對(duì)國(guó)際貿(mào)易和電子信息技術(shù)的發(fā)展而興起的新型服務(wù)業(yè)??爝f業(yè)是在傳統(tǒng)運(yùn)輸業(yè)的基礎(chǔ)上,隨著信息技術(shù)的發(fā)展和對(duì)外貿(mào)易的快速增長(zhǎng)而興起的新型現(xiàn)代物流業(yè),擁有較高的附加值。從1979年至今,中國(guó)快遞業(yè)經(jīng)過(guò)30多年的發(fā)展取得了長(zhǎng)足的進(jìn)步,形成較大的產(chǎn)業(yè)規(guī)模??爝f業(yè)在發(fā)展的過(guò)程中為經(jīng)濟(jì)的增長(zhǎng)做出巨大貢獻(xiàn),也給普通人的生活帶來(lái)很大的便利??爝f業(yè)以其方便、安全和快速的特點(diǎn)受到越來(lái)越多人的青睞。隨著近年來(lái)我國(guó)經(jīng)濟(jì)的持續(xù)增長(zhǎng),快遞業(yè)正快速發(fā)展,并成為配送行業(yè)中最具潛能、最富活力和最有前景的業(yè)務(wù)領(lǐng)域。雖然快遞業(yè)的發(fā)展前景是非常廣闊的,但是在實(shí)際的運(yùn)作過(guò)程中凸現(xiàn)的這些問(wèn)題卻一直是橫亙?cè)诳爝f企業(yè)與客戶之間的屏障。如何有效解決這些問(wèn)題,化解各種矛盾與沖突,打破這層壁壘,真正實(shí)現(xiàn)快遞業(yè)以客戶為中心,以完善的服務(wù)為準(zhǔn)則,時(shí)時(shí)處處為客戶提供周到熱情安全準(zhǔn)時(shí)的服務(wù);使客戶與企業(yè)能夠建立良好的關(guān)系,以推動(dòng)快遞業(yè)健康穩(wěn)定地發(fā)展,進(jìn)而為我國(guó)經(jīng)濟(jì)的發(fā)展做出更大的貢獻(xiàn)。我國(guó)國(guó)內(nèi)快遞企業(yè)面臨外資快遞企業(yè)競(jìng)爭(zhēng)時(shí),雖然數(shù)量規(guī)模優(yōu)勢(shì)很強(qiáng),但多數(shù)快遞企業(yè)服務(wù)存在一定問(wèn)題。面對(duì)如此現(xiàn)狀,我國(guó)國(guó)內(nèi)快遞企業(yè)如何提高物流服務(wù)水平,成為了急需解決的問(wèn)題。在研究過(guò)程中學(xué)者們發(fā)現(xiàn),快遞企業(yè)物流運(yùn)作是存在一定能力約束的,物流能力不僅決定了整個(gè)快遞企業(yè)的工作效率,而且對(duì)整個(gè)快遞企業(yè)的市場(chǎng)競(jìng)爭(zhēng)力都有很大的影響。因此,本文系統(tǒng)地研究快遞企業(yè)的服務(wù)質(zhì)量,有助于分析制約快遞企業(yè)發(fā)展的關(guān)鍵物流能力要素,通過(guò)優(yōu)化企業(yè)物流資源配置及實(shí)施適當(dāng)?shù)奈锪靼l(fā)展戰(zhàn)略,就能提高其