毕业论文：物流管理之快递服务质量规划方案

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1、广州华商职业学院毕业设计物流管理之快递服务质量规划方案作者姓名XXX专业物流管理班级物流4班指导教师XXX系部工商管理系2013年5月摘要伴随着全球经济的快速发展，市场竞争的日益延伸，人们的时间开始浓缩。如今的市场，如今的企业，追求着充分利用每分每秒，也可以说是：用一分一秒的时间，创造出千百万的价值。何时开始，有一种行业正在大幅度进军我们的工作，我们的生活。这种行业所服务的内容，为我们的工作与生活提供了便利，节省了时间，创造了价值。这种行业就是你我熟知的——快递行业。快递行业起始于现代社会市场竞争的需求

2、，它本身的发展也是市场竞争所造就的结果。以满足个性化的需求为宗旨，以市场的竞争为基础，提供个性化的附加服务，实行差别化的竞争性定价政策。对于客户来讲，快递公司的服务质量主要表现在是否能够快捷、准确、安全地将物品送达目的地。因此，能否做好以上三点，大大影响着快递公司在行业中的竞争力。这也是快递行业的核心服务。本文主要针对现代快递行业中快递服务质量上所存在的问题，通过几个案例中所出现的问题进行分析，并根据快递服务的要求和标准，制定出相应的解决方案。关键词：物流服务；快递行业；服务质量；服务标准；管理策略独创

3、性声明本人声明:所呈交的毕业设计(论文)是我个人在导师指导下进行的研究工作及取得的研究成果。尽我所知，除了文中特别加以标注和致谢的地方外，文中不包含其他人已经发表或撰写过的研究成果，也不包含为获得广州华商职业学院或其它教育机构的学位或证书而使用过的材料。与我一同工作的同志对本研究所做的任何贡献均已在文中作了明确的说明并表示了谢意。学生签名：时间：年月日使用授权的说明本人完全了解广州华商职业学院有关保留、使用毕业设计(论文)的规定，即：学院有权保留送交毕业设计(论文)的复印件和磁盘，允许毕业设计(论文)被

4、查阅和借阅，可以采用影印、缩印或扫描等复制手段保存、汇编毕业设计(论文)。同意广州华商职业学院可以用不同方式在不同媒体上发表、传播毕业设计(论文)的全部或部分内容。学生签名：时间：年月日导师签名：时间：年月日目录1前言·····························································································32物流快递行业发展现状········································

5、·····················42.1物流快递的概述······································································42.1.1物流快递的概述和分类·························································42.1.2物流快递的特征和作用························································42.2我国快

6、递行业的发展现状及存在的问题······························63物流快递业服务质量评价························································83.1物流快递服务质量的概述······················································83.1.1服务质量的内涵···························································

7、········83.1.2服务质量的特点及构成要素···················································83.2快递服务质量的评价体系·······················································94物流快递服务质量存在的问题与解决的对策······················104.1案例分析·······················································

8、·························104.2物流快递服务质量存在的问题············································134.3解决相关问题的对策····························································165结论························································