DSV国际货运有限公司xx分公司服务质量评价及改进研究

摘  要
随着经济一体化带给本国影响的逐渐加深，各行业都受到了前所未有的挑战。货运代理行作为推动全球经济发展的支柱型产业，因其利益性、全球性而面临更多的冲击，如何才能在这样的形势下尤其面对金融危机还可以继续运作都是每一家货运代理公司所要思考的。基于这样的情况，本文由笔者在DSV国际货运有限公司亲身实践并加以书本所学内容相结合所写出，将用从实践角度所获取的操作经验对货运代理的整套流程做系统的分析。因货运代理行业属于服务性质，故服务质量是其发展的重中之重，也是本文所要着重研究的。笔者会在正文中对该公司的操作流程详细介绍后，找出其中存在的问题，根据货代服务的指标体系对其进行评价，最终根据评价结果提出适合该公司的服务质量改进方法。

关键词：货运代理  服务  质量  评价  改进

The quality of service assessment and research of DSV International Freight Co., Ltd. Tianjin Branch

ABSTRACT
With the economic integration to gradually deepen their impact, the sectors are suffering from the unprecedented challenges. Forwarders to promote global economic development as a pillar industry, because of their interests, and facing more global impact, how can this kind of situation in the face of financial crisis in particular, can continue to operate a freight forwarding every company has to consider. Based on these circumstances, this article was wrote by the author who were practiced in the International Freight Forwarding Co., Ltd. DSV and was combined with the college knowledge, it will be obtained from the practice experience of the operation of the entire process of freight forwarders to do a systematic analysis. Freight forwarders are due to the nature of the services, the quality of service is the top priority of its development, so it’s important in this article. I will be in the body of the operation of the company's details after the process to identify the problems, then evaluation it, and ultimately based on the evaluation results for the company's service quality improvement.

Key Words: Freight forwarding  Service  Quality  Assessment  Ameliorate

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