百世快递服务质量提升研究摘 要快递服务质量的低下难以满足企业规模扩张和渴望占据更大的市场份额的需求，并产生大量的客户流失现象。故本文从百世快递在 2016 年度国家邮政局申诉率和快递行业客户满意度排名出发，结合快递企业的服务质量要求指标对百世快递的服务质量提升进行分析并提出改进措施。本文阐述了百世快递企业服务质量的现状，运用快递企业内部的服务质量要求指标、与同行其他物流企业之间的服务质量对比和客户满意度对比，分析并找出百世快递服务中存在的问题：全程时限长；丢失破损率高；投递服务差。针对上述百世快递企业服务过程中存在的不足与缺陷，提出相应的解决措施：提高分拨作业效率，改进运输方式；加大分拨设备投入，加强场地监控与考核；改变网点经营模式，加强末端网点建设等。只有认识并改进了服务中的不足，才能更加迎合市场需求，扩大客户群，使百世快递更好更快发展。 【关键词】百世快递；快递服务；服务质量BES express services to improve the quality of researchAbstractWith the development of the world economy and the popularity of online shopping, consumers increasingly high requirements on the quality of delivery services, courier market competition intensifies, BES express faces enormous pressures and challenges. Express service quality is low is difficult to meet expansion and eager to take a bigger share of the market demand, and produce large amounts of customer churn. Based on BES express in 2016-national post office complaint rates and express industry customer satisfaction rankings based on combined express enterprise quality of service requirements to the BES express analysis and improvement of service quality measures.This paper describes the status of BES express service quality, using courier services within the enterprise quality indicators and other logistics companies with their peers comparison between service quality and customer satisfaction, analysis of problems and find the best courier service: full time long lost high breaka...
