我国民营快递业质量问题对策研究.docVIP

我国民营快递业服务质量问题及对策研究 摘 要 伴随着电子商务快速发展，近年来我国快递行业迎来了前所未有的繁荣，快递业务平均以20%以上的速度递增。为了满足日益增长的快递业务的物流需求，越来越多的快递企业应运而生。其中，民营快递企业占据相当重要的部分，近十年来，每年其市场份额都120%-200%的速度增长，远远高于国内快递市场的增速。30多年来，我国快递企业已经发展到15000家以上。 虽然我国的民营快递发展迅速，快递服务也受到越来越多客户的欢迎，但服务质量问题日益凸显，快件延误、快件丢失及短少、快件损毁等投诉量呈明显上升趋势。这一直阻碍着我国众多民营快递业的可持续发展。如何提高服务水平已成为快递业竞争和发展的关键。本文分析了我国民营快递业的发展状况，重点针对近年来民营快递服务投诉问题，找出问题产生的原因，相应的解决策略，从而提高民营快递服务质量水平及综合竞争能力，增加民营快递发展的筹码。 关键词：民营快递 服务质量 对策研究 ABSTRACT With the rapid development of electronic commerce , Chinas express industry ushered in a hitherto unknown prosperity in recent years. express service is increasing at an average of 20% above the rate every year. In order to meet the demand growing in express business, more and more enterprises emerge as the time goes on. Among them, the privately operated express enterprise occupies the quite important part, whose market share increases day after day, specially at 120%-200% speed growth every year in the recent ten years, which is far higher than the growth rate of the domestic express market. Over the past 30 years, Chinas express delivery enterprises have developed more than 15000. Although express delivery service is welcomed by more and more customers, but the service quality problems have become increasingly prominent, Express complaints, such as the express item delaying, the express item loss and deficient, suit quantities, appear the obvious trend of escalation; The express grade of service question also day by day highlights. How to improve the service level has become the key to the competition and development of express industry. This paper analyzes the development status of private express industry, focusing on the recent complaints of private express service, finds out the causes of the problem, puts forward the corresponding settlement tactics, so as to improve the private express service quality and integrated competition ability and increase private express development. Keywords: private express delivery service quality