服務品質與關係品質對快遞業顧客忠誠影響之研究：以深圳順豐為例

Abstract

截至 2022 年底，中國大陸有30萬家第三方物流快遞企業，紛紛在這個領域嶄露頭角。這些企業數量龐大且呈現增長趨勢。這反映出中國大陸的物流快遞行業已經進入快速的發展階段，隨著新零售和電商行業的不斷發展的完善， 市場上對於第三方物流快遞企業的需求也在逐步增加， 越來越多的企業對這個行業的廣闊發展前景深感看好，相信它會為企業提供豐富的發展機遇，進而不斷投入進來，這就使得行業的競爭壓力不斷增加，如今已進入競爭的白熱化階段。唯有提升企業的物流服務品質，方能稳健地立足于该行業。以深圳順豐集團快遞物流企業作為研究對象，本研究旨在探索提升企業服務品質的方法。通過運用文獻分析法、問卷調查法、而後結合 Servqual 模型對所得數據進行分析，在服務品質、信任、承諾、關係滿意及忠誠五個構面對顧客感知均值與期望均值的差距進行分析和總結，找到了該快遞物流企業服務品質存在的諸多問題。例如，基礎設施不完善；高素質人才匱乏；員工服務意識不強；績效考核製度不完善等。我們經過詳盡的調研，並提出對策、保障措施，以確保問題能夠得到妥善解決。我們深信這些措施將能有效解決問題，並為類似問題的防範提供有力支撐。保障措施如下：完善基礎設施；加大高素質人才引進；加強培養員工服務意識；完善績效考核製度。這項研究對於有效提升順豐物流公司的服務品質具有重要意義，對同業其他企業的發展有著積極的啟發意義。通過對第三方物流快遞企業服務品質的研究，幫助企業提升其為顧客提 供定製的個性化服務的能力，進而提高顧客的滿意度和企業服務品質的整體水 準，經過激烈的市場競爭，我們最終獲得了優勢地位。我們通過不斷地努力和 創新，讓產品品質和服務水準得到提升，並與客戶保持良好的溝通和合作，從 而贏得了市場的信任和認可。我相信，只要我們朝著追求卓越目標的方向努力， 我們的優勢地位將得以保持和鞏固。By the end of 2022, there will be 300,000 third-party logistics and courier companies in mainland China, all of which are making their mark in the field. The number of these enterprises is huge and showing a growing trend. This reflects that the logistics and express delivery industry in mainland China has entered a stage of rapid development, with the continuous development of new retail and e-commerce industry, the market demand for third-party logistics and express delivery enterprises is also gradually increasing, more and more enterprises are optimistic about the broad prospects for the development of this industry, believing that it will provide enterprises with rich development opportunities, and then continue to invest in, which makes the industry competition pressure is increasing, and has now entered a competitive environment. This has led to increasing competitive pressure in the industry, which has now entered the white-hot stage of competition. The only way to gain a firm foothold in the industry is to improve the quality of logistics services.Translated with www.DeepL.com/Translator (free version)This study selects Shenzhen Shunfeng Group express logistics enterprises as the research object, and the purpose of the study is to explore the countermeasures to improve the quality of enterprise services. Through the use of literature analysis, questionnaire survey method, and then combined with the Servqual model to analyze the data obtained, the gap between the mean value of customer perception and the expected mean value in the five components of service quality, trust, commitment, relationship satisfaction and loyalty was analyzed and summarized, and many problems in the service quality of the courier logistics enterprise were found. For example, the infrastructure is not perfect; the lack of high quality talents; the staff's service awareness is not strong; the performance assessment system is not perfect, etc. We have conducted a detailed investigation and proposed countermeasures and safeguards to ensure that the problems can be properly solved. We believe that these measures will effectively solve the problem and provide strong support for the prevention of similar problems. The safeguards are as follows: improve the infrastructure; increase the introduction of high quality personnel; strengthen the cultivation of staff service awareness; and improve the performance assessment system.The study is of great significance to effectively improve the service quality of SF Logistics, and it is of reference significance to the peer industry. Through the study of the service quality of the third-party logistics courier enterprises, help enterprises to improve their ability to provide customized personalized services to customers, and then improve customer satisfaction and the overall level of enterprise service quality, after fierce market competition, we finally gained an advantageous position. Through continuous efforts and innovation, we have been able to improve our product quality and service standards, and maintain good communication and cooperation with our customers, thus winning the trust and recognition of the market. I believe that as long as we work hard in the direction of pursuing excellence, we will be able to maintain and consolidate our advantageous position.