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论文编号：	13944
作者编号：	2120213277
上传时间：	2023/6/6 20:21:07
中文题目：	基于Servqual模型的顺丰快递服务质量评估和改进方案研究
英文题目：	Study on Service Quality Evaluation and Improvement Scheme of SF Express Based on Servqual Model
指导老师：	车建国
中文关键字：	量表设计;Servqual模型;服务质量评价;IPA模型
英文关键字：	scale design;Servqual model;service quality evaluation;IPA model
中文摘要：	快递业不断成熟和发展的同时，还有诸多问题迫切需要解决，比如快递的丢失和损坏、顾客信息泄露，以及快递人员的服务态度较差等问题。因此，基于个人用户视角，评估快递公司的服务质量，进而确定需要改进的关键指标，就显得格外重要。 文章主要使用文献分析法和问卷调查法，并结合Servqual模型和IPA模型等多种模型和方法，对顺丰快递服务质量进行评估，并提出了改进方案。在文献梳理之后，首先基于结构方程模型和统计学分析方法，对快递服务质量的指标进行分析，进而构建快递服务质量的评估量表。其次，基于问卷调查样本数据和Servqual模型，对顺丰快递服务质量进行评估，从中获得了顺丰快递在各方面的服务水平。然后，基于Servqual模型和前人研究，对IPA模型进行调整，并提出改进优先级的计算方法。最后，通过应用IPA模型，分析顺丰快递的优劣势和需要重点改进的指标，进而提出快递服务质量改进方案。 研究取得的结论主要包括：评估快递服务质量的Servqual量表包括有形性、可靠性、响应性、移情性和经济性五个维度和23个三级指标；现有研究中提出的保证性维度中的三级指标与其他维度相关性较高；顺丰快递的整体服务质量偏低，在Servqual模型中的得分为-0.112；顺丰快递在响应性方面的服务质量最高，得分为-0.053；顺丰快递的优势主要是配送速度快和配送设备先进等；顺丰快递需要迫切改进的指标主要是顾客隐私保护和快递员工的专业知识等；为了改进快递服务质量，顺丰快递可以采取的策略主要包括加强问题反馈和处理机制、开展快递员专业培训、注重顾客隐私保护和加强快件安全保护等。 研究对快递服务质量的评估量表进行调整，发现了一些指标关于维度的归属问题，以及维度指标的选取问题，对于进一步完善和应用快递服务质量的评估量表具有一定的指导意义。同时，通过对IPA模型进行调整，提出改进优先级的计算方法，并应用于改进方案的分析，丰富了快递服务质量评估领域的研究结论。
英文摘要：	As the express delivery industry continues to mature and develop, there are many urgent issues that need to be addressed, such as the loss and damage of express delivery, leakage of customer information, and poor service attitude of express delivery personnel. Therefore, based on the perspective of individual users, it is particularly important to evaluate the service quality of express delivery companies and determine key indicators that need improvement. Thesis mainly used the literature analysis method and questionnaire survey method, combined with Servqual model and IPA model, to evaluate the service quality of SF Express, and put forward improvement strategies. After reviewing the literature, firstly, based on structural equation model and statistical analysis methods, the indicators of express service quality are analyzed, and then an evaluation scale for express service quality is constructed. Secondly, based on the sample data of the questionnaire and the Servqual model, the service quality of SF Express is evaluated, and the service level of SF Express in all aspects is obtained. Then, based on the Servqual model and previous research, the IPA model is adjusted and an priority calculation method is proposed. Finally, by applying the IPA model, thesis analyzed the advantages and disadvantages of SF Express and the indicators that need to be improved, and then proposed the service quality improvement strategy. The conclusions of thesis mainly include: the Servqual scale for evaluating the quality of express service includes five dimensions of tangibility, reliability, responsiveness, empathy and economy, and 23 three-level indicators. The third-level indicators in the assurance dimension proposed in the existing research have a high correlation with other dimensions. The overall service quality of SF Express is low, with a score of -0.112 in the Servqual model. SF Express has the highest service quality in terms of responsiveness, with a score of -0.053. The main advantages of SF Express are fast delivery speed and advanced delivery equipment. The indicators that SF Express needs to urgently improve are mainly customer privacy protection and the professional knowledge of its employees. In order to improve the quality of express service, SF Express can take the following strategies: strengthening the problem feedback and handling mechanism, carrying out professional training for couriers, paying attention to customer privacy protection and strengthening the express security protection. Thesis adjusted the evaluation scale of express service quality, and found some issues regarding the attribution of dimensions of indicators, as well as the selection of dimension indicators. This has certain guiding significance for further improving and applying the evaluation scale of express service quality. At the same time, by adjusting the IPA model, a calculation method for the priority is proposed, and applied to the analysis of improvement plans, enriching the research conclusions in the field of express service quality evaluation.
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