快递末端配送服务的质量问题与改进措施研究 -工商管理专业

摘要

随着电子商务的迅猛发展，快递行业规模持续扩大，末端配送作为快递服务的最后一公里，直接关系到用户体验和行业健康发展。本研究聚焦快递末端配送服务质量问题，旨在通过系统分析影响因素，提出切实可行的改进措施。当前快递末端配送存在派送效率低、信息透明度差、服务态度不佳等问题，这些问题严重影响了用户满意度。基于此，本文创新性地提出了“智能+人文”双驱动的优化模式，即通过引入智能物流技术提升配送效率，同时加强从业人员职业素养培训，改善服务态度。还建议建立完善的监督机制和服务质量反馈渠道，以保障服务质量持续改进。研究表明，该模式能够有效提高末端配送服务水平，为快递行业的高质量发展提供了理论依据和实践指导，对推动整个物流行业的转型升级具有重要意义。

关键词：快递末端配送服务质量评价体系智能物流技术职业素养培训

Abstract

With the rapid development of e-commerce, the scale of express delivery industry continues to expand, and terminal delivery, as the last kilometer of express delivery service, is directly related to the user experience and the healthy development of the industry. This study focuses on the quality of delivery service at the end of express delivery, aiming to propose feasible improvement measures through systematic analysis of influencing factors. At present, there are some problems such as low delivery efficiency, poor information transparency and poor service attitude, which seriously affect user satisfaction. Based on this, this paper innovatively puts forward a dual-driven optimization model of "intelligence + humanity", that is, by introducing intelligent logistics technology to improve distribution efficiency, at the same time strengthen professional quality training of practitioners and improve service attitude. It is also suggested to establish a sound supervision mechanism and service quality feedback channel to ensure continuous improvement of service quality. The research shows that this model can effectively improve the level of terminal distribution service, provide theoretical basis and practical guidance for the high-quality development of the express delivery industry, and is of great significance to promote the transformation and upgrading of the entire logistics industry.

Keyword:Express end delivery Service quality evaluation system Intelligent logistics technology Professional quality training

1绪论 1

1.1研究背景及意义 1

1.2国内外研究现状 1

2快递末端配送服务质量问题分析 1

2.1末端配送时效性问题剖析 1

2.2配送准确性影响因素 2

2.3客户满意度调查分析 2

3快递末端配送现存问题成因探讨 3

3.1物流网络布局合理性 3

3.2信息技术应用水平 3

3.3人力资源管理状况 4