摘要：随着电商的高速发展，快递业也在迅猛发展，但是由于发展速度太快，因此整个行业的发展比较混乱，快递企业的服务质量也参差不齐，所以本文对快递企业进行服务质量评价研究。本文综合分析快递服务质量模型，最后重点研究SERVQUAL模型和LSQ模型等，总结出可靠性、响应性、保证性、安全性、经济性和便利性六个维度，由六个维度衍生出20个二级指标，以这些为基础构建了快递服务质量的评价指标体系。运用G1法确定各个指标的权重；运用模糊综合评价法对指标进行计算，最终完成快递企业的服务质量评价研究，得出服务质量评价结果。最后以顺丰、韵达、天天快递为例，展开案例分析，得出这三个企业在服务质量上各个维度以及在综合得分情况并且评价。

关键词：快递企业；服务质量；指标体系；模糊综合评价法

Research on Logistics Service Quality Evaluation of Express Enterprise

Abstract：With the high-speed development of electrical business, express delivery industry also is in rapid development, but the development speed is too fast, so the development of the whole industry is chaotic, express enterprise service quality also is uneven, so the service quality evaluation was studied in this paper, the express delivery business.Comprehensive analysis of express service quality model, this paper select SERVQUAL model and LSQ model, etc., sums up the reliability, responsiveness, assurance, security, efficiency and convenience of six dimensions, derived by six dimensions of 20 secondary indicators, on the basis of the express delivery service quality evaluation index system is constructed.Use the G1 method to determine the weights of each indicator;Using the fuzzy comprehensive evaluation method to calculate the indexes, the service quality evaluation study of the express enterprises is completed, and the results of the evaluation of service quality are obtained.Finally, ShunFeng,YunDa, TianTian express , for example, case analysis, it is concluded that the three companies in service quality dimensions and the comprehensive score and evaluation.

Keywords: express delivery industry; quality of service;Index system;Fuzzy Comprehensive Evaluation

目 录

0引言 1

1快递业现状 2

1.1中国快递行业发展史 2

1.2快递行业现状 2

1.2.1发展迅速但利润降低 2

1.2.2区域性太强 4

1.2.3设备及信息化不完备 4

1.2.4企业多杂难以存活 4

1.3快递行业服务质量现状 5

1.3.1满意度较低 5

1.3.2服务过程不规范 5

1.3.3投诉问题众多 5

2快递服务质量评价模型 6

2.1服务质量评价体系 6

2.2快递服务质量评价模型研究现状 6

2.3模型确定 7

2.3.1SERVQUAL模型 7

2.3.2《中华人民共和国邮政行业标准》 8

2.3.3LSQ模型 8

3服务质量评价体系构建 9

3.1维度的确定 9

3.2指标的确定