摘要这些年来，因为现代信息技术和网络购物的迅速发展，我国的快递业获得了较为巨大的发展空间和机遇。然而在快递业高速发展的同时，带来的的是顾客对服务质量的要求也随之水涨船高，因为越来越多的服务质量问题，顾客的抱怨和投诉也扑面而来，提高服务质量成为了各个快递公司的首要任务。为了解决以上遇到的问题，本文以SERVQUAL服务质量模型为根据，结合快递这个行业本身的特征和国家的快递服务准则建立合适的快递的服务质量评价指标体系。同时因为用来评价的快递企业指标具有模糊性和层次性，所以本文选择了AHP-模糊综合评价法进行评价研究。在实证研究中，本文选择了民营快递中具有很强的代表性的申通快递，发现其中的问题并提出相应的改进策略。希望本研究能够促进快递企业的服务质量评价和改进。62361

毕业论文关键词：快递服务质量；SERVQUAL；层次分析法；模糊综合评价法

Evaluation of express delivery service quality based on SERVQUAL model Abstract

In recent years, due to the rapid development of information technology and e-commerce, express industry in China has huge development space and opportunities. However,with the rapid development of the express delivery ,customer’s demand  and complaint for quality of service is becoming more and more high because of more and more service quality problem.So improving the quality of service has become the primary task of the various express enterprises.In order to solve the problem,this paper establishes service quality evaluation system of express enterprise based on the SERVQUAL model, combing with the characteristics of express enterprises and express service standards . Because of the fuzziness and gradation of the express enterprise evaluation index ,this paper chose AHP fuzzy comprehensive evaluation method to evaluate. In empirical research, the paper chose Shentong express as research object because it’s representative of private express delivery,Then this paper found the problem and put forward the corresponding improvement strategy. At last,I hope this research can has a reference significance of express delivery service quality evaluation and improvement.

Keywords:express delivery service quality; SERVQUAL; AHP; fuzzy comprehensive evaluation method

0 引言 1

1 SERVQUAL模型的基础原理及用于评价快递服务质量的优点 5

1.1 SERVQUAL模型的基础原理 5

1.2 SERVQUAL模型评价快递服务质量的优势 6

2 基于SERVQUAL理论快递服务质量指标体系构建 6

2.1响应性 7

2.2可靠性 7

2.3移情性 8

2.4保证性 8

2.5有形性 8

3 基于模糊综合评价法的服务质量评价方法 9

3.1 利用AHP法确定权重 9

3.2 基于模糊综合评价法进行评价 12

4 实证研究：以“申通”为例 13

4.1 申通快递有限公司简介 13

4.2 问卷设计与数据来源 13

4.3 测评结果分析 15

4.4 申通快递物流服务质量问题的改进方案 19

总 结 22

致  谢