基于SERVQUAL的物流园区服务质量评价研究

Logistics Park Service Quality Evaluation Research Based on SERVQUAL Model

从服务保障、服务提供和服务质量管理三个方面对物流园区服务做出了详细的阐述,并将SERVQUAL方法应用到物流园区服务质量评价中,从有形性、保证性、响应性、移情性和可靠性五个方面建立评价指标体系对物流园区服务质量进行评估。

In this paper,logistics park service has been discussed in the aspects of service assurance,service delivery and service quality.SERVQUAL model is applied to the logistics park service quality evaluation and the evaluation index system of logistics service quality has been established from the tangibles,assurance,responsiveness,empathy and reliability.