S快递公司服务质量问题及研究对策.docVIP

S快递公司服务质量问题及研究对策 摘 要：本文采用文献综述和实证研究的分析方法，对S快递公司进行研究。首先从当今时代背景分析服务质量的现状，调查了国内外对服务质量的认识，服务质量的概念。通过研究得出了S快递公司服务质量的现状及出现问题的原因，主要从员工服务意识，基础设施，末端服务差等方面论述了S快递公司服务质量问题产生的原因。针对这些问题提出了合理的解决措施，树立以顾客为中心的服务理念，增加对基础设施的投资，完善末端服务。快递公司之间的竞争越来越激烈，不断在促进快递服务质量的提升，快递服务质量已逐步成为是各个快递公司关心的大问题，如何正确的认识公司服务质量的重要性，对于S快递公司的发展尤为重要，因此针对S快递公司现在所存在的服务质量问题提出合理化的建议是非常有必要的。这将使S快递在服务质量方面做的更好。从而及时有效的应对市场竞争，增强企业竞争力。 关键词：快递物流;服务质量;服务意识 Research on Service Quality Problems and Countermeasures of S Express Company ABSTRACT This paper studies express delivery companies by literature review and empirical research. First of all, it analyzes the current situation of service quality from the current background, and understands the understanding of service quality at home and abroad and the concept of service quality. Through research, the current situation，the service quality of this delivery company and the reasons for its problems are obtained, and the reasons for its service quality problems are mainly discussed from the aspects of staffs service awareness, infrastructure and poor terminal services. In view of these problems, this paper puts forward reasonable solutions, sets up a customer-centered service concept, increases investment in infrastructure, and improves end-of-service services. With the rapid development of market economy, the service quality of the company has gradually become an important business and issues of general public concern.How to correctly understand the importance of the service quality of the company is particularly important for the development of S Express Company. Therefore, it is very necessary to put forward reasonable suggestions for the service quality problems existing in S Express. This will enable S Express to do better in terms of service quality. Timely and effective response to market competition to improve the competitiveness of enterprises. Key words: Express Logistics; Service quality; Service Consciousness 第1章 绪论 1.1 研究背景及意义 1.1.1