摘 要

近些年以来,由于全球经济已经进入快速发展的轨道，市场经济已经愈发的激烈。在各个商业活动中各企业也愈发的寻求商业资料秘密以及追求快速对样品及高精物品进行安全的送达;如今，消费者也希望不用出家门就能够买到日常和急需的物料及用品，传统的货物运输服务随着市场需求的不断变大而自发地孕育了一种具有及时、门到门两个特点的服务形式，也就是我们熟知的快递服务。当前，悄然深入消费者的日常生活的快递服务，已经演变成一种为解决人们日常信函和物资寄送的重要方式。

尽管越来越多消费者热衷快递服务，然而快递在整个服务流程里产生了很多问题，特别是快递服务质量问题一直阻碍着我国众多快递企业的可持续发展。当前在国内和国外的论文文献对于快递业服务质量问题的探究非常之少。本论文的出发点就是从研究怎么样高效的完善国内快递业服务质量进行展开。当今经历将近三十年的发展的现代快递业已经悄悄变为一个回报丰厚并且潜力巨大的服务行业。国内快递业以逐年以35%高速增长发展的势头，形成了每年上百亿人民币的市场规模。

随着中国邮政一家“独霸武林”的国内快递服务业的局面的衰落，国内的快递业呈现了国有、境外资本、民间资本等各种经济主体、多种运输方式百花齐放的服务业市场局面。随着国内快递行业标准的完善和革新，越来越激烈的竞争将不断的重演，统一的服务质量评价体系也将在快递业重新构建。快递业务作为一种具有市场竞争性的服务业，拥有客户定制的特质。它源自现代资本市场争夺的需求，它的自身的发展亦是市场争夺的产物。快递业把满足私人化的需求作为目标，把市场竞争作为发展的基础，供应顾客化的增值服务，在定价策略上要运用差别化的竞争手段。作为快递公司企业的核心目标和服务，能否提供准时，及时，安全，人性化的快递服务将物资第一时间送达客户手中变得越发重要，这亦是快递公司提升服务品质以及综合竞争力的根本动力。

关键词：快递业；服务质量；行业评价；南京地区

Logistics express delivery industry services quality evaluation research of Nanjing

ABSTRACT

In recent years, because the global economy has been entering the channel of rapid development, the market of economy is getting important. The market is increasingly fierce in the business activities of enterprises, which are increasingly seeking business information secret, and quickly on the sample and high precision goods for safe delivery; Today, consumers also want to be able to buy daily and much-needed materials and supplies, the traditional cargo transport services with the rising market demand spontaneously gave birth to two timely, door-to-door services, whose characteristics are characteristics of the service - Logistics courier service. At present, quietly in-depth consumer's daily life courier service has evolved into an important way to solve people's daily correspondence and material delivery.

Although more and more consumers welcome the popularity of courier services, logistics and delivery in the entire service process, including a lot of its problems, especially the quality of courier service, which has been hindering the rapid development of many courier companies in China. At present the domestic and foreign papers about the quality of service for the logistics industry to explore is very little. The starting point of this paper is from the study of how to improve the quality of domestic express logistics industry to carrying out the quality of service. Now, experiencing nearly three decades of fast development , modern logistics express industry, has been quietly turning into a huge return and potential service industry. Up to 35% annual growth rate of rapid development momentum, the domestic logistics industry formed a market size of tens of billions dollars each year.

With the decline in the domestic logistics service industry, CHINA POST, the domestic logistics industry presents the market situation of state-owned, foreign capital, private capital and other economic entities, and various transportation modes. With the domestic express industry standards is on track of improvement and innovation, more and more intense competition will continue to repeat, a unified quality of service evaluation system will also be re-built in the logistics industry. Logistics business as a competitive market services, with custom characteristics. It is derived from the needs of modern capital market competition, its

own development is also a product of market competition. Logistics industry looks to meet the needs of private demand as a goal, and thinks the market competition is the basis element for development, including the supply of customer value-added services, pricing strategies on the use of differentiated means of competition. As the logistics company's core objectives and services, whether can provide timely, safe, humane logistics services will be the first time the goods delivered to customers in the hands become more and more important, and the logistics company should enhance the quality and comprehensive competitiveness ,which is the fundamental source.

Key words：Express industry ; Service quality ; Evaluation system ; Nanjing

目 录

1 前言 1

1.1 选题背景及研究意义 1

1.1.1 选题背景 1

1.1.2 研究意义 1

1.2 国内外研究现状 3

1.2.1 国内研究现状 3

1.2.2 国外研究现状 4

1.3 本章小结 4

2 快递业服务质量评价内容 6

2.1 快递业服务质量概述 6

2.2 快递企业服务质量构成要素 7

2.3 本章小结 8

3 南京地区快递业服务质量现状 9

3.1 南京地区快递业服务状况调查 9

3.2 南京快递企业服务质量调查分析 10

3.3 实证分析：圆通快递 13

3.3.1 圆通快递简介 13

3.3.2 圆通快递服务质量体系 13

3.3.3 圆通服务质量综合评价 15

3.4 本章小结 19