摘要
随着我国物流市场的全面开放,物流快递业在快速发展的同时竞争日趋激烈。一是国内外快递企业的竞争压力,二是来自客户的服务质量投诉。如何提高快递服务质量并找出对策,是当前研究重点。通过数据分析和归纳,提出投诉主要在延迟、服务质量及货损赔偿等方面,只有不断学习先进的经营管理理念,增强以顾客需求为导向的服务意识,才可以走的更远。
With the overall opening of China's logistics market,the logistics express industry is developing rapidly and the competition is becoming increasingly fierce.On the one hand,it is the competitive pressure of domestic and foreign express companies;on the other hand,it is the service quality complaints from customers.How to improve the service quality of express delivery and find out countermeasures is the research focus.Through data analysis and induction,the complaints are mainly in the aspects of delay,service quality and compensation for goods damage.Only by constantly learning advanced management concepts and enhancing customer demand oriented service awareness,can we go further.
作者
史晓原
SHI Xiaoyuan(Zhejiang Yuexiu Foreign Languages University,Shaoxing 312000,China)
出处
《物流科技》
2020年第3期81-82,共2页
Logistics Sci-Tech
关键词
民营快递
竞争态势
质量投诉分析
private express
competitive situation
quality complaint analysis
