物流公司服务质量调查与研究.docx

结题论文题目:物流公司服务质量调查与研究学生姓名:学号:专业班级:指导老师：2016年4月22日星期五物流公司服务质量调查与研究摘要现代快递业经过近三十年的发展，已经成为一个利润丰厚、潜力巨大的行业。国内快递业每年以30%增速快速发展，到目前为止形成了每年上百亿元的市场伴随着中国邮政一家“一枝独秀”的国内快递行业格局的打破.我国快递业出现了国营、外资、民营等多种经济主体、多种运输方式相互竞争的市场格局。随着境内首个快递行业标准的实施，快递行业的竞争将愈演愈烈快递行业也需要统一的服务质量评价体系。从物流业的长久发展情况来看，我国大部分物流企业现在在提供的物流服务主要在运输和仓储这一决，市场竞争方面主要是通过价格来作为最根本的竞争手段。为了我国物流业的更好发展，必须改变这样的一种现象，最关键的就是建立新的物流服务摸式，改变传统物流停汾不前的现象如何才能将物流公司经营的更出色，适应如今形势的发展，如何在物流服务方面做好，以这一希题引起了众多经营者和有志之士的关注和忧虑，如今也成为了物流业的一大热门话题。本文通过对合肥安北物流有限公司的研究，分析了合肥安北物流有限公司的发展现状和该企业客户投诉的原因，以及该企业是怎样处理客户投诉。并指出了合肥安北物流有限公司在物流服务方而和管理过程中的一些问题，对于这些问题也提出了相对应的解决措施，提出了合理化的发展对策并制订出客户投诉处理的一般程序以及客户投诉处理的一般方法。关链词:物流服务创新;物流服务摸式;快递行业;市场格局;快递行业标准Logistics service quality survey and researchAbstractAfter nearly 30 years of development, modern express delivery industry hasbecome a lucrative, great potential for industry. Domestic express industry by 30% a year growth is rapid development, has so far formed billions of yuan a year in the market with the China post a monolith break the pattern of domestic express industry. The express industry in our country state-owned, foreign investment, private and other economic agents, a variety of competitive market structure on the mode of transportation. With the implementation of the domestic first express industry standard, the express industry competition will be intensified express industry also needs unified service quality evaluation system.From the point of the long-term development of the logistics industry, logistics services provided by most of the logistics enterprises in our country is now in the main in the transportation and storage, market competition is mainly through the price as the most fundamental means of competition. In order to better development of logistics industry in our country, we must change this phenomenon, the key is to establish a new logistics service to touch type, change the phenomenon of traditional logistics park Fen back how can better logistics company, adapt to the development of the situation, h