本文選題：郵政 + 服務　； 參考：《遼寧師范大學》2013年碩士論文

【摘要】：郵政業(yè)是現代服務業(yè)的重要成員之一,是國家重要的通信基礎設施和國家重要的社會公用事業(yè),郵政服務已經滲透到了人們日常生活的方方面面,也延伸到了社會經濟發(fā)展的各個領域。郵政在承擔普遍服務義務、保障公民的基本通信權利以及促進國民經濟和社會發(fā)展等方面都發(fā)揮著其他行業(yè)不可替代的重要作用。在當今社會需求層次逐步升級、同質化產品競爭日益激烈的市場經濟條件下,郵政業(yè)的市場競爭已經從產品、價格的角逐全面地演變?yōu)榉⻊掌焚|的較量,誰的服務好,誰就贏得了客戶,誰就贏得了市場。用戶的流失,主要是因為服務沒有讓客戶滿意,而不是因為產品的質量或者價格的問題。由此可見,服務是郵政的使命,更是郵政的生命,是郵政核心競爭力的重要組成部分,關乎著郵政的興衰成敗,關乎著郵政的生死存亡。中國是一個幅員遼闊的發(fā)展中國家,中國郵政在服務范圍廣、運行成本高、實施難度大的情況下,始終恪守“人民郵政為人民”的服務宗旨,取得了令人驕傲的成績,也贏得了世人的尊敬和贊揚。然而在取得成績的同時,仍然還存在許多服務質量問題,這些問題嚴重地影響了郵政企業(yè)的形象,有損于郵政企業(yè)的信譽,因此,必須進一步研究如何解決這些服務質量問題,以提高郵政企業(yè)的服務質量,使郵政企業(yè)在市場經濟大潮中永往直前。 本文主要采用了文獻研究法、定性分析法和個案研究法,在收集大量國內外有關于郵政普遍服務質量及郵政普遍服務質量問題研究資料的前提下,通過對國內外各種資料和前人研究成果的分析、歸納和總結,提出了自己的觀點。 論文共分為四部分,第一部分從理論和實踐兩方面介紹了郵政服務質量問題的研究背景和研究意義,介紹了國內外郵政企業(yè)關于服務質量問題的研究現狀,闡述了研究內容、研究目標和擬解決的問題,說明了本文運用的研究方法,并提出了創(chuàng)新點。第二部分著重在理論上論述了郵政服務及郵政服務質量,例如郵政服務的概念及特性,郵政服務質量的含義、特性及指標體系。第三部分以義縣郵政通信行業(yè)為例,通過搜集資料、調研取證,介紹了義縣郵政通信行業(yè)的歷史及現狀,重點對義縣郵政通信行業(yè)在履行國家交給的普遍服務義務過程中出現的服務質量問題進行了分析、研究、歸納與總結,從而得出產生各種服務質量問題的原因。第四部分,針對義縣郵政通信行業(yè)服務質量中存在的問題,從四大方面提出了解決郵政服務質量問題的策略,以最終達到提高義縣郵政通信行業(yè)服務質量的目的,不負重托、不辱使命,讓黨和政府滿意,讓人民群眾滿意。
[Abstract]:The post service industry is one of the important members of the modern service industry. It is the important communication infrastructure of the country and the important social utility of the country. The postal service has permeated every aspect of people's daily life. Also extended to the various fields of social and economic development. Postal service plays an irreplaceable role in undertaking universal service obligation, guaranteeing citizens' basic communication rights and promoting national economy and social development. Under the conditions of the market economy in which the level of social demand is gradually upgraded and the competition for homogenized products is increasingly fierce, the market competition in the post office industry has evolved from the competition of products and prices to the contest of service quality, whose service is good. Whoever wins the customer wins the market. The loss of users is mainly due to the service is not satisfied with the customer, not because of the quality of the product or price problems. From this we can see that service is the mission of postal service is the life of postal service is an important part of postal core competitiveness related to the success or failure of the postal service is related to the survival of postal services. China is a developing country with a vast territory. With a wide range of services, high operating costs and difficult implementation, China Post has always adhered to the principle of "people's Post serving the people" and has made proud achievements. Also won the respect and praise of the world. However, at the same time as the achievements, there are still many service quality problems, which seriously affect the image of the postal enterprise and damage the credibility of the postal enterprise. Therefore, it is necessary to further study how to solve these service quality problems. In order to improve the service quality of postal enterprises, postal enterprises in the market economy tide forward forever. This paper mainly adopts the literature research method, the qualitative analysis method and the case study method, under the premise of collecting a large number of domestic and foreign research data about the universal service quality of postal service and the universal service quality of postal service. Based on the analysis of domestic and foreign data and previous research results, the author puts forward his own viewpoint. The thesis is divided into four parts. The first part introduces the research background and significance of the quality of postal service from the theoretical and practical aspects, introduces the current situation of the research on the quality of service in postal enterprises at home and abroad, and expounds the research content. The research goal and the problems to be solved explain the research methods used in this paper and put forward the innovation points. The second part focuses on the theory of postal service and postal service quality, such as the concept and characteristics of postal service, the meaning, characteristics and index system of postal service quality. The third part, taking Yixian postal communication industry as an example, introduces the history and present situation of Yixian postal communication industry through collecting information, investigating and collecting evidence. This paper focuses on the analysis, research, induction and summary of the problems of service quality in the process of fulfilling the universal service obligations given by the state in the postal and communication industry of Yixian, so as to obtain the causes of various service quality problems. In the fourth part, aiming at the problems existing in the service quality of the postal and communication industry in Yixian, this paper puts forward the strategies to solve the problems in the quality of postal service from four aspects, so as to achieve the purpose of improving the service quality of the postal and communication industry in Yixian, so that the service quality of the postal and communication industry in Yixian is not trusted. The party and the government should be satisfied and the people should be satisfied with their mission.
【學位授予單位】：遼寧師范大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F632.7

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本文編號：1951036