江苏邮政南京分公司提升服务质量的对策研究.docVIP

PAGE II PAGE I 北京邮电大学网络教育学院 毕 业 设 计 设计题目：江苏邮政南京分公司提升服务质量 的对策研究 入 学 年 月______________ 姓 名______________ 学 号______________ 专 业______________ 总站/学习中心______________ 指 导 教 师______________ 完成时间______________ 摘 要 摘 要 摘 要 当今经济社会中，服务占有重要的地位。无论在传统的服务性行业还是制造业领域，人们都把创造增值性的服务当作竞争优势的重要手段。这种针对于服务的变革是时代的需要，是自助服务技术的广泛应用，是服务外包、业务网络化以及竞争日趋激烈的结果。越来越激烈的竟争迫使你不能仅依赖于单纯靠生产创造出的价值。今日的顾客看重的是服务带来的增值、综合性的整体解决方案及其对服务的体验。本文基于邮政企业的特性，认为邮政企业应该顺应环境的变化，通过提供超值的服务来吸引消费者，并提出服务的重要性，分析邮政企业所提供的服务内容和顾客所期望的服务内容，总结邮政企业服务质量存在问题的原因，指出提高邮政企业服务质量的若干对策。本文以邮政企业为视点。选取目前服务质量领域较为成熟的评价模型，以江苏邮政南京分公司为实例分析对象，从定量的角度研究企业服务质量，以期为企业改善服务质量提供判断标准与依据。 关键词：邮政；服务；需求；服务质量 Abstract Abstract PAGE III Abstract In todays economy and society, the service plays an important role. Both in traditional service industries or manufacturing sector, people regard the creation of value-added services as an important means of competitive advantage. This change is the need for the service of the times, is widely used in self-service technology, service outsourcing, business networking and increasingly competitive results. Increasingly fierce competition forces you can not only rely on the simple value created by the production. Todays customer value is the value added services, comprehensive solutions and overall service experience. Based on the characteristics of postal enterprises that postal companies should adapt to changes in the environment, by providing value-added services to attract consumers, and the importance of service proposed, the analysis provided by the postal services business and customers expect services, summary of the reasons for the postal business service quality problems, noting that postal enterprises to improve the quality of services some countermeasures. In this paper, postal enterprises viewpoint. Select the current quality of service in the field of evaluation model is more mature, Jiangsu, Nanjing Branch Post analysis objects for instance, research firm from a quantitative