The research on express delivery service quality evaluation system based on customer perception

摘要

With economic development, Express delivery companies is growing faster. In the fierce competition, quality of service become more and more important in the Express business, and it gradual becomes the core competitiveness of express delivery companies. This paper evaluates the express delivery quality through the perspective of customer perception and established the assessment indices. Construct services evaluation system according to the characteristics of the courier express industry, we set up indicators in six dimensions: character, function, safety, economy, aging, speed, which make a very important significance in improving service quality of express delivery companies and customer satisfaction.