目录1引言.............................................................12服务质量概述...........................................12.1服务质量的概念..............................................12.2服务质量评价模型的内容......................................23中通快递培正站点简介...................................33.1中通快递培正站点发展历程....................................33.2中通快递培正站点主营业务....................................34中通快递培正站点问卷调查...............................44.1调查问卷设计及回收..........................................44.2调查问卷数据分析............................................45广东培正学院中通快递服务质量问题.......................65.1取件效率低下................................................65.2配套设施不够完善............................................75.3用户投诉意见得不到重视......................................75.4营业时间和空间安排不合理....................................85.5工作人员专业能力不足........................................86广东培正学院中通快递服务质量对策.......................96.1提供个性化取件服务..........................................96.2完善配套设施................................................96.3重视客户投诉意见...........................................106.4优化营业时间和空间安排.....................................106.5提高工作人员专业能力.......................................117结论..................................................11中通快递培正站点服务质量评估研究摘要：随着高考人数逐年增高，越来越多的学生进入大学校园，学生寄取快件成为了需要解决的问题。因此，校园快递代收愈发重要。本文以中通快递培正站点为研究对象，采用文献调查、调查问卷、实地调查等方法，发现了中通快递培正站点服务质量方面的问题有：取件效率低下；配套设施不完善;用户投诉意见得不到重视；营业时间和空间安排不合理；工作人员专业能力不足等。本文使用SERVQUAL模型并结合中通快递培正站点的实际情况，提出提供个性化取件服务；完善配套设施；重视客户投诉意见；优化营业时间和空间安排；提高工作人员专业能力等对策。关键词：中通快递；服务质量评价；广东培正学院；SERVQUAL模型ResearchonServiceQualityEvaluationofZhongtongExpressPeizhengSiteByAbstract:Everyyear,asthenumberofcollegeentranceexaminationcontinuestoreachanewhigh,moreandmorestudentswillentertheuniversitycampus.Students'sendingandreceivingexpressmailhasbecomeaproblemtobesolved.Therefore,campusexpresscollectionisparticularlyimportant.TakingZhongtongexpressPeizhengsiteastheresearchobject,usingtheresearchmethodsofliteraturesurvey,questionnaireandfieldsurvey,thispaperfindsthattheproblemsofZhongtongexpressPeizhengsiteare:toolongpickuptime,slowdeliveryspeedandinformationupdatespeed;Theexpressdeliveryisdamagedandthegoodsareseriouslyshort;Thesiteissimpleandthesupportingfacilitiesarenotcomplete;Unreasonablebusinesshoursandspacearrangements;Theprofessionalcompetenceofstaffisinsufficient.UsingSERVQUALmodelandcombinedwiththesituationofZhongtongexpressPeizhengsite,throughfiveresearchdimensions,accordingtotheexistingproblems,itisproposedtoprovidepersonalizedservices;Strengthentheprotectionofexpressdelivery;Handleexpressmailintimeandimprovetallyspeed;Expandtheexpressstationandimprovethecorrespondinginfrastructure;Optimizebusinesshoursandspacearrangements;Countermeasurestoimprovetheprofessionalabilityofstaff.Keywords：ZhongtongExpress;Servicequalityevaluation;GuangdongPeizhengCollege;servqualmodel1引言自服务质...
