摘要
参考SERVQUAL模型量表设计出由24个指标构成的中国快递服务质量评价体系。通过调查研究和探索性因子分析,发现中国快递服务质量主要包括过程质量、结果质量和企业形象三个维度。在此基础上,建立了服务质量的模糊综合评价方法,并应用调查数据对三家中国快递企业的服务质量进行了评价和比较分析,提出中国快递企业服务质量提升的对策建议。
Based on the SERVQUAL model,a 24-item service quality evaluation system for Chinese express is developed.By investigation and Exploratory Factor Analysis,it is found that the express service quality system comprises three dimensions named process quality,outcome quality and enterprise image.Moreover,a fuzzy evaluation method is constructed and the service quality of three Chinese express enterprises are evaluated and compared based on the investigation data.As a result,some suggestions on the Chinese Express＇ service quality improvement are proposed.
出处
《工业工程与管理》
北大核心
2010年第4期112-116,共5页
Industrial Engineering and Management
基金
国家自然科学基金(70832005
70672077)
上海市教委科研创新项目(09ZS39)
关键词
快递
服务质量
评价体系
模糊综合评价
express
service quality
evaluation system
fuzzy comprehensive evaluation
