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首页> 外文会议>International conference on informatics and management science;IMS 2012 >Chapter 59 Demands Analysis of Express Delivery Services in Beijing
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Chapter 59 Demands Analysis of Express Delivery Services in Beijing

机译：第59章北京市快递服务需求分析

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摘要

There has been fierce competition in the express delivery market in China with its fast development. This competition is mostly focused on lower service price which results in poor customer service in the industry, especially for private companies. Thus, express companies should carefully observe the demands of consumers and take service quality into strong consideration. This paper aims to provide features of consumers' demand based on a survey of 147 corporations in Beijing. From this survey, various concerns about service quality emerged including delayed delivery, high damage rate to packages, and poor service attitude. The paper focuses on the micro level rather than the macro level of the express delivery market. The questionnaire was designed to measure not only the satisfaction degree of current services but also the features of service demand required. The results in this paper can be useful for express companies when they design service products or place marketing strategies.
机译：快速发展的中国快递市场竞争激烈。竞争主要集中在较低的服务价格上，这会导致该行业的客户服务质量下降，尤其是对于私人公司而言。因此，快递公司应认真观察消费者的需求，并充分考虑服务质量。本文旨在通过对北京147家公司的调查来提供消费者需求的特征。通过该调查，出现了对服务质量的各种担忧，包括交货延迟，包装损坏率高以及服务态度差。本文侧重于快递市场的微观层面，而不是宏观层面。问卷的设计不仅要衡量当前服务的满意度，还要衡量所需服务需求的特征。本文的结果对于快递公司设计服务产品或制定营销策略可能有用。

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