摘要
在阐述SERVQUAL模型服务质量评价表的基础上,提出5个维度和22个指标的评价服务质量体系。针对快递行业的特点,以SERVQUAL模型为理论基础、网络购物的快递服务过程为接触点,选择24个指标构建网购背景下快递服务质量评价体系。通过分析网购快递存在的快递时效性较差、快递价格混乱导致快递服务性价比满意度低、隐私保护性差、"网购"快递投诉率较高等问题,提出国内快递企业质量提升对策。
Based on expounding the service quality evaluation table of SERVQUAL model, this paper puts forward the system of evaluating service quality with 5 dimensions and 22 indices. Targeting with characteristics of express industry, taking the SERVQUAL model as the theoretical basis and the express service process of online shopping as the study point, the evaluation system of express service quality under online shopping is established by selecting 24 indices. Through analyzing the problems existing in online shopping express such as poor timeliness of the express, low satisfaction of the express service caused by confused express price, bad privacy protection and high complaint rate of ＂online shopping＂ express, the paper puts forward countermeasures of increasing quality of domestic express enterprises.
出处
《铁道运输与经济》
北大核心
2015年第8期93-98,共6页
Railway Transport and Economy
基金
重庆财经职业学院教改项目(2015JGY005)
