提高飞迅物流公司服务质量的思考大学论文.docVIP

提高飞迅物流公司服务质量的思考 摘 要 随着经济的飞速发展和科技水平的不断提高，现代物流业在全球范围内迅速发展。物流的本质是服务,如何实现高效、快捷、准确、安全、经济的物流服务,直接影响物流企业的生存和发展从物流企业的其主要研究内容如下： 首先总结说明了我国企业物流发展的一般现状，分析了我国企业物流当前的发展情况及所处的状态。通过对相关调查研究及文献的归纳分析，详细说明了物流所存在的问题Thoughts on the improvement of the service quality of Feixun logistics company Abstract With the rapid development of economic and constantly improvement of science and technology, modern logistics industry develops rapidly on a global scale. The nature of logistics is services. i.e. how to achieve efficient, fast, accurate, safe and economical services, it is directly affect the survival and development of enterprises. Therefore, to enhance the service quality of Logistics Company, by which is currently the major issues of a company to be settled urgently. Starting from the status of service in FEIXUN logistics, This paper analysis the impact on quality of service through the facts of communication quality, the quality of ordering process orders releasing amount, personalized service, in order to approve the quality of service and apply to the practice of the logistics. The research contents can be concluded as follows: firstly, the total logistics status of our country is analyzed; and then, based on the correlation investigation and research, the quality of service issues and its related factors about FEIXUN logistics are found. Finally, in order to approve the quality of service. All of the research is helpful for the enterprises to analyze their logistics and find the right way to improve it. Key words: logistics companies; logistics services; quality of service 目 录 1. 绪论 1 1.1 我国物流服务现状 1 1.2 物流服务质量构成要素 2 1.3 物流服务质量对企业发展的重要性 2 2. 飞迅物流公司物流服务质量现状 4 2.1 飞迅物流公司服务内容及特征 4 2.2 飞迅物流公司自身的条件及面临的环境分析 4 2.3 飞迅物流公司目前物流服务质量 5 2.4 飞迅物流公司物流服务质量存在的问题 7 3. 飞迅物流公司服务质量影响因素分析 8 3.1 人员沟通质量 8 3.2 订购过程质量 8 3.3 订单释放数量 9 3.4 时间质量 9 3.5 个性化服务 10 4. 提高飞迅物流公司服务质量的途径 11 4.1 健全企业服务制度 11 4.2 完善物流基础设施 11 4.3 完善物流信息网络 12 4.4 加强企业员工培训 12 4.5 完善顾客投诉制度 13 5. 总 结 14 参考文献 15 致谢 16