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Study on the Service Quality Evaluation Research on Express Based on the Customer Perceptive

In: Liss 2014

Author

Listed:
  • Yisheng Liu

    (Beijing Jiaotong University)

  • Xueer Chen

    (Beijing Jiaotong University)

  • Dongya Dong

    (Beijing Jiaotong University)

Abstract

In recent years, with the booming development of the Internet and e-commerce technology, express transportation has became an important channel for the flow of commodities, but the quality of service has declined. Service quality has become an important factor to differentiate competitors in Chinese express industry. This paper is based on the SERVQUAL scale, we make all negative issues change into positive and add the new dimension of Remedy, and use that as a basis for the questionnaire design.Finally, we modify express service quality evaluation scale further through the data analysis.

Suggested Citation

  • Yisheng Liu & Xueer Chen & Dongya Dong, 2015. "Study on the Service Quality Evaluation Research on Express Based on the Customer Perceptive," Springer Books, in: Zhenji Zhang & Zuojun Max Shen & Juliang Zhang & Runtong Zhang (ed.), Liss 2014, edition 127, pages 933-938, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-43871-8_134
    DOI: 10.1007/978-3-662-43871-8_134
    as

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