Assessment of Express Delivery Service Based on SERVQUAL Model

Authors

Qingliang Meng, Institute of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang,212003,China;Shool of Business Administration, Hunan University, Changsha,410082,ChinaFollow
Qingwen Zhou, Institute of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang,212003,China

Abstract

With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness, assurance, empathy , constructs the express service quality model based on the SERVQUAL model, and use the integration of AHP and fuzzy comprehensive evaluation to evaluate the model construction. Finally, this paper takes the express company as an example to make an empirical study, and puts forward the corresponding improvement strategy.The research has an important reference value for the improvement of the service quality of the major express delivery companies.

Recommended Citation

Meng, Qingliang and Zhou, Qingwen, "Assessment of Express Delivery Service Based on SERVQUAL Model" (2016). WHICEB 2016 Proceedings. 17.
https://aisel.aisnet.org/whiceb2016/17