盐城师范学院毕业论文2016-2017学年度百世快递物流服务质量评价研究学生姓名郑海培学院商学院专业物流管理班级物流131学号13318330指导教师李健2017年5月20日盐城师范学院毕业论文百世快递物流服务质量评价研究摘要在互联网高速发展的时代下，随着人们对于生活水平的要求越来越高，对服务的要求也越来越高，其中快递就是服务的一种形式。服务型企业的长久发展必须依靠高质量的服务，快递企业的运作与发展必然离不开自身的服务质量。本文以百世快递为例，旨在通过建立物流服务质量指标体系来分析百世快递的服务质量，以便发现并解决问题，提高客户服务水平，完善信息系统，加强网络的控制。本文具体内容安排如下：首先，本文首先介绍了国内外诸多学者对于物流服务质量的研究，并加以评述。其次，对百世快递的基本情况进行了介绍，根据SERQUAL体系建立顾客满意-百世快递服务服务质量评价体系。最后，采用模糊层次评判法，对百世快递物流服务质量进行评价，根据评价结果找到服务过程中存在的问题并提出改进意见。【关键词】百世快递；物流服务质量：模糊判定盐城师范学院毕业论文Research on Quality Evaluation of Logistics Service in BESExpressAbstractIn the era of rapid development of Internet,with the increasing demand for people'sliving standards,the demand for services is becoming higher and higher,of which expressis a form of service.The long-term development of service enterprises must rely onhigh-quality services.The operation and development of express enterprises areinseparable from their own quality of service.In this paper,BES FedEx as an example,through the establishment of logistics service quality index system to analyze the BESExpress service quality,in order to find and solve problems,improve the level of customerservice,perfect information system,strengthen the network control.The content of thispaper is arranged as follows:First of all,this paper first introduces the domestic and foreign scholars'research andcomments on the logistics service quality.Secondly,the basic situation of BES Express was introduced,according to theSERQUAL to establish the system of customer satisfaction-BES Express serviceservicequality evaluation system.Finally,using the fuzzy evaluation method to evaluate the BES Express logisticsservice quality,according to the evaluation results are found problems in the process andput forward some suggestions for improvement.[Key words]BES Express;Quality of express service:Fuzzy judgment