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本科毕业论文(设计)

论文题目：陕西德邦物流服务质量改善研究

学生姓名： 刘 珍 学 号： 1102310117 专 业： 物流管理 班 级： 物流1101 指导教师： 印 玺

完成日期： 2015年 5月24日

陕西德邦物流服务质量改善研究

内 容 摘 要

伴随着陕西经济的稳定发展,物流业的快速发展对促进陕西省经济的繁荣起着越来越重要的作用。而作为陕西省物流中较重要的中小型物流企业的持续发展也成为物流企业发展的关键因素,而服务质量的改善和提升是促进物流企业长远发展的重要因素,物流服务已成为企业取得良好业绩的关键组成部分。但现在许多物流企业在都存在一些服务质量方面的问题, 进而影响企业的整体效益。所以提高物流企业服务质量管理已成为企业在市场经济下长远发展的重要因素。

该篇论文以德邦物流企业物流服务质量改善为研究主题，进行了物流企业物流服务质量的相关研究。通过具体对德邦物流的业务流程和服务质量进行诊断分析，发现德邦物流存在物流程序过于呆板等问题，接着本文相应对德邦物流服务质量不足之处进行流程的设计和改进，并分别从技术质量、功能质量、关系质量三大方面来提出德邦物流服务服务质量优化的策略与建议，进而提高德邦物流服务质量。本论文的研究为民营物流企业未来发展方向的确定提供了重要的技术支持。

关键词：物流相关概念 物流服务质量理论 物流企业 业务流程

流

德邦物

Improve logistics service quality Shaanxi Nadu

Abstract

With the steady development of the economy of Shaanxi, the rapid development of the logistics industry to promote the economic prosperity of Shaanxi Province is playing an increasingly important role. The continued development of Shaanxi Province logistics as the more important for small and medium logistics enterprises has become a key factor in the development of logistics enterprises, improve service quality and enhance the long-term is an important factor in promoting the development of logistics enterprises, logistics services have become good performance the key component. But now there are a lot of logistics enterprises in a number of quality of service issues, thereby affecting the overall efficiency of enterprises. So improve logistics enterprise service quality management has become an important factor in business in a market economy long-term development.

The papers to deppon logistics enterprise logistics service quality improvement as the research subject, conducted research logistics enterprise logistics service quality. By specific business processes and quality of logistics services Nadu diagnostic analysis, found the program too inflexible logistics problems deppon logistics, followed by the corresponding article of deppon logistics service quality deficiencies at for process design and improvement, respectively, from technical quality, functional quality, relationship quality three aspects to make deppon logistics service quality of service optimization strategies and recommendations, and to improve quality of service deppon logistics. Research of this paper is to determine the future direction of private logistics enterprises to provide important technical support.

Keywords : Logistics concepts Logistics service quality theory Logistics Enterprises

Business Process deppon express