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

Yisheng Liu (), Xueer Chen () and Dongya Dong ()
Additional contact information
Yisheng Liu: Beijing Jiaotong University
Xueer Chen: Beijing Jiaotong University
Dongya Dong: Beijing Jiaotong University

A chapter in LISS 2014, 2015, pp 933-938 from Springer

Abstract: 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.

Keywords: Service quality; Express; SERVQUAL scale (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-43871-8_134

Ordering information: This item can be ordered from
http://www.springer.com/9783662438718

DOI: 10.1007/978-3-662-43871-8_134

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().