快遞服務(wù)質(zhì)量提升策略

1、目錄 目錄1.相關(guān)理論綜述........................................................................................................................31.1 快遞業(yè)概述.............................................................................

2、........................................31.2 服務(wù)質(zhì)量基本概念 .........................................................................................................41.3 快遞服務(wù)質(zhì)量 .................................................

3、................................................................42.我國快遞業(yè)現(xiàn)狀及發(fā)展前景 ................................................................................................52.1 我國快遞業(yè)的發(fā)展現(xiàn)狀 ............................

4、.....................................................................52.2 快遞業(yè)對我國國民經(jīng)濟的意義和影響..........................................................................72.3 我國快遞業(yè)發(fā)展前景 .........................................

5、............................................................82.4 我國快遞業(yè)服務(wù)存在的問題 .........................................................................................93.快遞服務(wù)質(zhì)量評估體系的建立及綜合評價................................

6、.......................................123.1 顧客的滿意度調(diào)查 .......................................................................................................123.1.1 顧客滿意度調(diào)查的目的和方法 .........................................

7、...................................123.1.2 調(diào)查結(jié)果及分析 ....................................................................................................123.2 客戶服務(wù)質(zhì)量評價體系的原則 .................................................

8、..................................133.3 建立客戶服務(wù)質(zhì)量評價體系的步驟 ...........................................................................143.4 客戶服務(wù)質(zhì)量評價體系的建立 .....................................................................

9、..............143.4.1 一級指標的設(shè)立 ....................................................................................................143.4.2 二級指標的設(shè)立 ..........................................................................

10、..........................153.5 各項指標區(qū)間確定． ...................................................................................................173.6 確定評價指標權(quán)重 ................................................................

11、.......................................183.6.1 構(gòu)造判斷矩陣，確定權(quán)重 ....................................................................................183.7 FE 快遞公司服務(wù)質(zhì)量的綜合評價.......................................................

12、........................203.7.1 計算各指標值 ........................................................................................................203.7.2 綜合評價結(jié)果 ..............................................................

13、..........................................213.7.3 重要性--滿意度分析..............................................................................................224FedEx 西安服務(wù)質(zhì)量改進策略...............................................

14、..............................................244.1 將信息技術(shù)引入到日常操作中，提高工作效率........................................................254.2 針對客戶業(yè)務(wù)特點的多樣性提供供應(yīng)鏈解決方案....................................................25中文摘要快遞業(yè)運作的核

15、心和發(fā)展的根本是企業(yè)的服務(wù)質(zhì)量?，F(xiàn)階段，隨著經(jīng)濟的飛速發(fā)展和全方位的參與全球市場競爭，使得我國的快遞運輸企業(yè)面臨越來越激烈的競爭。因此在整個服務(wù)過程中發(fā)生的許多問題，尤其是快遞服務(wù)質(zhì)量一直阻礙著我國眾多快遞企業(yè)的可持續(xù)發(fā)展。目前國內(nèi)外關(guān)于快遞業(yè)服務(wù)質(zhì)量問題的研究并不多見。如何有效的改善我國快遞企業(yè)服務(wù)質(zhì)量是本論文研究的出發(fā)點。本文首先對我國快遞業(yè)的發(fā)展現(xiàn)狀進行分析，找出目前我國快遞業(yè)服務(wù)中存在的問題。然后以 FedEx(中國)西安分公司