关于校园民营快递服务业质量的探讨毕业论文_会计学毕业论文

关于校园民营快递服务业质量的探讨毕业论文

2021-04-10更新

摘 要

根据中国国家邮政局的数据显示,近年来全国快递物流业务得到前所未有的迅猛发展。据统计2017年第一季度,全国快递服务企业业务量累计完成75.9亿件,同比增长31.5%;业务收入累计完成984.6亿元,同比增长27.4%。其中,同城业务量累计完成18.5亿件,同比增长28.5%;异地业务量累计完成55.7亿件,同比增长32.6%;国际/港澳台业务量累计完成1.7亿件,同比增长29.8%。随着电商时代、互联网加时代的到来,快递服务业仍将保持增长态势,成为拉动经济、提供大量就业机会的新兴产业。

但是也应当看到,与之相伴的传统的快递行业随着整个行业的发展,也面临服务同质化、价格战、环保问题等众多问题成为发展的瓶颈,影响消费者的满意度。尽管快递行业一直努力试图改变这种状况,但由于快递物流服务领域的广泛性、复杂性,想在高速发展的态势下找到一劳永逸的一揽子解决办法并非易事,只有根据不同服务人群的特点找到特定的服务方式,才能提高服务质量,推进行业发展。本文即是以此为目的,以数量庞大的大学生作为电商网购群体,对校园快递的现状及未来进行分析,对如何提高校园快递物流质量进行探讨。比如校园快递的发展和现状,包括以往和现在的对比,学生对校园快递的需求、校园快递可以解决他们的哪些问题?校园快递存在问题。校园内散乱无序的占道快递、高峰时期排长队取快递以及服务态度差等许多方面影响学生们对服务质量的满意度。从而进一步的为提高服务质量提出建议。

关键词;校园快递 服务质量 满意度 

Discussion on the Quality of Private Express Service on Campus

ABSTRACT

According to the China State Post Bureau data show that in recent years the national express logistics business has been an unprecedented rapid development. According to statistics in the first quarter of 2017, the national express delivery business business volume totaled 7.59 billion, an increase of 27.4%. Among them, the city’s business volume accumulated 1.85 billion, an increase of 29.8%. With the era of electricity, the Internet comes with the times, the courier service industry will continue to grow, becoming the economy, providing a large number of employment opportunities for emerging industries.

But also should be seen, accompanied by the traditional courier industry with the development of the industry, but also face service homogeneity, price war, environmental issues and many other issues become the bottleneck of development, affecting consumer satisfaction. Although the courier industry has been trying to change this situation, but because of the express logistics services in the field of breadth, complexity, want to find a rapid development trend of a package solution is not easy, only according to the characteristics of different service groups to find specific Of the service, in order to improve service quality, promote the development of the industry. This article purpose is for this,with a large number of college students as an online shopping group, the status of the campus express and the future analysis of how to improve the quality of campus express logistics to explore. Such as the development of the campus express and the status quo, including the past and the current contrast, the demand for campus courier, campus courier can solve their problems? There is a problem with campus express. Scattered on the campus of the chaotic Express in the road . the peak of the long queue to take the courier and poor attitude and many other aspects of the impact of students on the quality of service satisfaction. So as toimprove the quality of service to make recommendations.

Key words; campus express service quality satisfaction

目 录

1 绪论 5

1.1研究背景 5

1.2 研究意义 5

2 校园快递业满意度的调查 7

2.1 调查分析 7

2.2 调查结论 11

3 校园民营快递业现状及分析 12

3.1 校园快递业现状(以南京林业大学为例) 12

3.2 校园民营快递业存在的问题分析 12

3.2.1 “最后一公里”存在的问题 12

3.2.2 运输过程中的问题 13

3.2.3 “最初一公里”存在的问题 14

3.3 问题产生的原因分析 15

3.3.1 缺乏快递相关专业从业人员 15

3.3.2快递网点多,管理欠佳 15

3.3.3 利润空间小,盈利模式单一 15

3.3.4 缺乏整体规划和同信息技术结合 16

3.4 校园民营快递业发展的PEST分析 16

3.4.1 政治环境 16

3.4.2 经济环境 17

3.4.3 社会环境 17

3.4.4 技术环境 18

4 提高服务质量的建议及对策 19

4.1 整合快递资源,开拓新模式 19

4.2 信息技术的应用 20

4.3 留住一线员工,防止恶性竞争 20

4.4 注重客户服务礼仪,提高员工素质 21

4.5 拓展新业务,提供多样化服务 21

5 结论 23

致 谢 24

参考文献 25

1 绪论

1.1研究背景

  良好的客户关系有利于树立企业形象,而客户与企业良好关系基础在于保持优良的服务质量。李克强副总理曾指出;“大力发展服务业,既是当前稳增长、保就业的重要举措,也是调整优化结构、打造中国经济升级版的战略选择”(李克强,2013)。快递业作为基础服务业重要组成之一,快递业质量的升级发展影响服务业的发展。随着经济的发展、全面信息化和电子商务的发展带动快递业发展起着至关重要的作用,2015年“双11”天猫交易额为912.17亿元,而2016年“双11”天猫交易额已达到1207亿元,交易件数为6.57亿,电商完成惊人交易量刷新纪录时,快递业的业务量也得以迅速发展。传统快递业虽然带动了社会就业率但是随着业务量的增多出现许多问题比如快递延误丢失、快递遭损坏、野蛮装卸等运输过程中的问题,还有是在“最初一公里”“最后一公里”也出现许多问题比如服务同质化、价格战吸引客户群体、快递人员群体流动大、从业人员素质低等众多问题影响快递业的服务质量,流失忠诚的客户群体,减少消费者满意[1]

大学校园作为快递企业寻求进驻的最优场地,是因为大学生热爱网购容易接受新思10想、宣传企业形象活动,并且在“双十一”“双十二”“毕业季”“开学季”其日交易件数量大销售额高,成为快递企业眼中一块儿“肥肉”。但是校园快递依旧存在许多服务质量问题,本文正是这样背景下选择校园民营快递服务质量探讨,首先概述校园快递业存在的问题,其次调查学生关于服务质量的满意度和忠诚度,最后通过举例高校快递业试水改革成功的方案,建议如何改进服务质量满足广大师生的服务需求和赢得更多客户群体。

1.2 研究意义

“互联网 传统行业”的概念深入社会经济形态中,快递产业也与信息化同步发展。大学校园内互联网技术的快速发展和电脑越来越普及,网购已经成为许多学生的主要购物方式。校园内网购量的增加也让物流企业瞄准校园快递,寻求机会进驻校园内并且希望开发更多忠诚的客户群体。探讨校园民营快递服务质量有助于改善快递业的服务质量,对于未能进驻校园内的快递企业更是提供了一种最优解决方案,减少占道送快递、下课高峰排长队、“双十一”等节日快递业爆仓崩溃 、包装影响环保问题、快递车影响校园风貌问题等很大程度上影响校园网购和快递业本身的发展[2]。因此,需要提高在校园内广大师生为主的消费者满意度。尽量做到不影响校园风貌,融入校园成为校园内不可或缺的一份子。积极服务于消费者,树立良好的口碑赢得固定的客户群体,另外加深快递业自身的信息化程度,对自身行业进行升级发展与时俱进,完成快递业的转型升级和改良内部结构,摆脱单一化服务所带来的负面作用。这种双赢的解决方案即是探讨校园快递业的意义所在。

以上是资料介绍,完整资料请联系客服购买,微信号:bysjorg 、QQ号:3236353895

群聊信息

  • Charlotte说道:

    It is perfect time to make some plans for the future and it is time
    to be happy. I’ve read this post and if I could I desire to suggest you few
    interesting things or tips. Maybe you could write next
    articles referring to this article. I want to read even more things about it!

    Here is my website; CBD oil for sale

  • Estela说道:

    I’ve been browsing online more than 2 hours today, yet I never found any interesting article like yours.
    It is pretty worth enough for me. Personally, if all web
    owners and bloggers made good content as you did, the web will
    be a lot more useful than ever before.

    My webpage; delta 8 near me

  • Noemi说道:

    This is my first time visit at here and i am really happy to read everthing at alone place.

    My website; best delta 8 thc

  • Alison说道:

    Nice weblog right here! Also your site lots up fast! What host are you using?
    Can I am getting your associate hyperlink for your host?
    I desire my website loaded up as quickly as yours lol

    Feel free to visit my web-site; where to buy delta 8

  • Florencia说道:

    I am regular reader, how are you everybody? This post posted at this site is in fact fastidious.

    My web blog … buy cbd gummies

  • Hermelinda说道:

    Hey there! Would you mind if I share your blog with my myspace group?
    There’s a lot of folks that I think would really enjoy your content.

    Please let me know. Thanks

    My blog post; best CBD gummies

  • Kathy说道:

    What’s up to every , because I am really keen of reading this web site’s post to be updated regularly.
    It carries good data.

    Also visit my webpage … where to buy delta 8

  • Judith说道:

    Do you mind if I quote a few of your articles as long as
    I provide credit and sources back to your site?

    My blog site is in the very same niche as yours
    and my users would really benefit from a lot of the information you present here.

    Please let me know if this ok with you. Regards!

    my blog post :: buy delta 8

  • Florene说道:

    Please let me know if you’re looking for a article author for your weblog.
    You have some really good articles and I believe I would be a good asset.
    If you ever want to take some of the load off, I’d love to write some content for your blog in exchange for a link back to mine.
    Please shoot me an e-mail if interested. Kudos!

    Also visit my site CBD gummies for anxiety

  • Alejandro说道:

    Thanks for sharing your info. I really appreciate your
    efforts and I will be waiting for your next post thank you once again.

    Feel free to visit my web page :: gold bee

  • Alycia说道:

    It’s going to be ending of mine day, except before finish I
    am reading this impressive piece of writing to
    improve my know-how.

    my page – buy cbd gummies

  • Guillermo说道:

    I loved as much as you will receive carried out right here.
    The sketch is attractive, your authored material stylish.
    nonetheless, you command get got an impatience over that
    you wish be delivering the following. unwell unquestionably
    come more formerly again as exactly the same nearly a lot often inside
    case you shield this increase.

    Here is my web site CBD gummies for sleep

  • Merle说道:

    What’s up to every body, it’s my first visit of this
    blog; this weblog consists of remarkable and genuinely excellent stuff designed for readers.

    my web-site: cbd products

  • Buddy说道:

    It’s great that you are getting thoughts from this post as well
    as from our argument made here.

    Look into my website … best CBD

  • Graig说道:

    I was able to find good advice from your articles.

    Feel free to visit my web blog – cbd products

  • Rodrigo说道:

    Hey there! I understand this is kind of off-topic but I needed to ask.
    Does managing a well-established website such as yours require a lot of
    work? I am completely new to running a blog however
    I do write in my journal every day. I’d
    like to start a blog so I will be able to share my experience and feelings online.

    Please let me know if you have any kind of ideas or tips for new aspiring bloggers.
    Thankyou!

    Also visit my webpage – delta 8 THC area 52

  • Jamel说道:

    Great info. Lucky me I came across your website by chance (stumbleupon).
    I have saved it for later!

    My web page … delta 8 thc

  • Carrol说道:

    I’ve been exploring for a bit for any high-quality articles or blog posts in this sort of space .
    Exploring in Yahoo I eventually stumbled upon this website.
    Studying this info So i am satisfied to convey that
    I’ve a very excellent uncanny feeling I came upon just what I needed.
    I such a lot undoubtedly will make sure to do not overlook this site and
    give it a look on a continuing basis.

    My site delta 8 area 52

  • Sylvia说道:

    Wow, fantastic blog layout! How long have you been blogging for?
    you make blogging look easy. The overall look of your web site is fantastic, as
    well as the content!

    my blog post – delta 8 thc

  • Estela说道:

    Excellent blog here! Also your web site loads up fast!

    What host are you using? Can I get your affiliate link to your host?
    I wish my website loaded up as quickly as yours lol

    My website :: area 52 delta 8 THC products

  • Christian说道:

    When I initially commented I clicked the “Notify me when new comments are added” checkbox and now each time
    a comment is added I get several e-mails with the same
    comment. Is there any way you can remove me from that service?
    Cheers!

    Here is my web site: best delta 8 thc carts

  • 发表评论


推荐链接