I 摘要 随着物联网和移动终端的不断发展，我国快递业务得到了快速发展，行业前 景更加广阔，快递市场的竞争也越来越激烈。在硬件技术提升空间有限的情况下， 快递收寄及时性、差错率、客户满意度等“软实力”已成为行业企业竞争的重点。 由于民营企业不断进入快递市场，已有的邮政公司如何科学分析快递服务质量影 响因素，制订相应提升策略，提高市场占有率，为企业创造效益，更好承担应有 的社会责任，已成为邮政公司亟待解决的问题。 本文在研究了国内外物流快递相关理论文献的基础上，以LZ县邮政公司快递 为例，简述了LZ县邮政公司基本情况及快递业务发展现状，进而对LZ县邮政公 司快递服务质量管理现状及存在的问题进行了分析。运用SERVQUAL模型，从有 形性、可靠性、环保性、保障性、安全性、响应性、经济性等方面初步构建了LZ 县邮政公司快递服务质量评价指标体系。通过问卷调查、信效度分析最终确定LZ 县邮政公司快递服务质量评价指标体系。运用主成分分析与模糊综合评价法相结 合的快递服务质量评价模型，对LZ县邮政公司快递服务质量水平进行评价分析。 根据评价结果，论文从增强顾客感知服务质量意识、优化LZ县邮政公司快递业务 流程、加快智慧化网络配送体系建设、做好服务质量评价信息动态反愧积极推 进快递包装绿色治理五个方面提出LZ县邮政公司快递服务质量提升策略。本课题 研究成果不仅有助于LZ县邮政公司快递服务质量和效益的提升，对其他邮政公司 快递服务质量管理也同样具有参考意义。 关键词：邮政公司；快递服务质量；评价模型；策略 Abstract II Abstract With the rapid development of the Internet and mobile terminal, express industry is booming in China, whose prospect is broader and market competition is more intense. In the case of limited technology of hardware, soft power becomes a key point of competition between firms, such as timeliness, error rate and customers’ satisfaction about express. As private enterprises enter the market, it is important for postal companies to find out the influencing factors of service quality and formulate promotion strategies so as to enhance the development of economy and shoulder the responsibility. Based on relevant theories at home and abroad, this thesis takes the Post Express in LZ County as an example to summarize the current situation and existing problems of express business. The author analyzes the influencing factors of express service and states the current situation of postal express in LZ County. Besides, the evaluation index system is constructed from the aspect of tangibility, indemnification, reliability, environmental protection, economy and so on. It is analyzed by means of SERVQUAL. Through reliability and validity analysis and questionnaire , the evaluation index system of express service quality of LZ County Post Company is finally determined. In addition, this paper constructs the service quality evaluation model combining principal component analysis and fuzzy comprehensive evaluation method and carries on the example analysis. At last, the author puts forward suggestions to improve the quality of express service in LZ County and help enterprises to find the weakness from optimizing the business process, speeding up the construction of intelligent network delivery system, doing well job in dynamic feedback of evaluation information and actively promoting green management of express package. At last, the author puts forward suggestions to improve the quality of express service in LZ County and help enterprises to find the weakness from optimizing the business process, speeding up the construction of intelligent network delivery system, and doing well job in dynamic feedback of evaluation information. This study not only makes contributions to promoting the service quality and economy of post business in LZ county, but also has made a difference to other post companies. Keywords: post company; service quality of express; evaluation model; strategy. 目 录 III 目 录 摘要 ............................................................................................................................ · I Abstract ....................................................................................................................... II 第1章 绪论 ..................................................................................................................... 1 1.1 研究背景和意义 ................................................................................................. 1 1.1.1 研究背景 ................................................................................................... 1 1.1.2 研究意义 ................................................................................................... 1 1.2 国内外研究现状 ................................................................................................. 2 1.2.1 国外研究现状 ........................................................................................... 2 1.2.2 国内研究现状 ........................................................................................... 4 1.2.3 国内外研究评述 ....................................................................................... 5 1.3 研究内容和研究方法 ......................................................................................... 6 1.3.1 研究内容 ................................................................................................... 6 1.3.2 研究方法 ................................................................................................... 6 1.4技术路线 .............................................................................................................. 7 第2章 相关理论及方法概述 ..................................................................................................... 8 2.1服务和快递服务质量理论 .................................................................................. 8 2.1.1 服务和服务质量 ....................................................................................... 8 2.1.2 快递服务质量 ......................................................................................... 10 2.2 SERVQRAL理论 .............................................................................................. 13 2.3 主成分分析法 ................................................................................................... 14 2.4 模糊综合评价法 ............................................................................................... 15 2.5 本章小结 ........................................................................................................... 15 第3章 LZ县邮政公司快递服务质量现状及问题分析 ............................................. 16 3.1 LZ县邮政公司快递简介 .................................................................................. 16 3.2 LZ县邮政公司快递业务发展现状 .................................................................. 17 3.3 LZ县邮政公司快递服务质量管理问题分析 .................................................. 19 3.4 本章小结 ........................................................................................................... 20 第4章 LZ县邮政公司快递服务质量评价指标体系构建 ......................................... 21 目 录 IV 4.1 LZ县邮政公司快递服务质量评价指标体系初步构建 .................................. 21 4.2 LZ县邮政公司快递服务质量评价指标体系验证 .......................................... 23 4.2.1 调查问卷设计 ......................................................................................... 23 4.2.2 调查问卷分析 ......................................................................................... 24 4.2.3 信度效度分析 ......................................................................................... 26 4.3 本章小结 ........................................................................................................... 30 第5章 LZ县邮政公司快递服务质量评价模型构建及应用 ..................................... 31 5.1 LZ县邮政公司快递服务质量评价模型构建 .................................................. 31 5.1.1 利用主成分分析法确定权重 ................................................................. 31 5.1.2 基于模糊综合评价法快递服务质量评价模型构建 ............................. 31 5.2 LZ县邮政公司快递服务质量评价模型应用 .......