电商环境下圆通快递服务质量分析与评价.doc

电商环境下圆通快递服务质量分析与评价
several group number, then with b ± a, =c,c is is methyl b two vertical box between of accure development of the express ,the express industry should grow itself to keep up with the pace of the e-commerce. As a service-oriented enterprise,the express industry should build a complete service system in order to attract more the background of the e-commerce development,this paper analyses YTO’s service quality level and makes a qualitative evaluation by using the Fuzzy Synthetic Evaluation Model for YTO’s service on the outcome of the evaluation,we have found some problems in YTO’s service ,we have provide some views for its development.
Key words:e-commerce;YTO Express;service quality;service system
近年来，随着国内经济的蓬勃发展，电子商务业发展迅猛，网络购物逐渐成为一种时尚。热闹非凡的网购也把快递业推上了快速发展的快车道，各类民营快递公司应运而生。然而，电子商务在为快递业发展提供动力的同时，同样也对其提出了更高的要求。如今，我国的民营快递公司在电商环境下表现出了很多的不适应性，如何提高快递业的服务质量成为了亟待解决的问题。圆通公司作为国内快递业的代表性企业，本文将对其快递服务质量进行分析与评价。
1 电子商务发展现状
随着信息技术的日益完善，电子商务自2008年开始了跨越式发展阶段。据统计，截至2012年底，我国网购规模达到13040亿元。以淘宝为例，2009年淘宝销售额实现1亿元，，2011年实现52亿
several group number, then with b ± a, =c,c is is methyl b two vertical box between of accurate size. Per-2~3 measurement, such as proceeds of c values are equal and equal to the design value, then the vertical installation accurate. For example a, b, and c valuesw