快递企业服务质量的评价指标及其构成要素

Empirical Analysis of Evaluation Index of the Service Quality of Express Enterprise

快递企业服务质量评价指标的正确与否关系到评价结果的准确性,如何对快递企业服务质量进行准确评价就值得研究。通过实证分析,找到了快递企业服务质量评价体系的补充指标,研究了各指标之间的联系,由此总结成快递企业服务质量的评价模型。通过信度分析和效度分析检验了模型相应的评价指标的可靠性和有效性,因此认为该模型可以应用于普通快递企业。

The correctness of the evaluation indexes of express enterprise service quality is crucial to the evaluation accuracy. Therefore how to evaluate the service quality of express enterprises accurately is worth study. With empirical analysis, the paper finds the supplementary indexes of express enterprise service quality evaluation system and studies the links between indexes, which is summarized as express enterprise service quality evaluation model. The reliability and validity of the evaluation model indexes are inspected via reliability analysis and validity analysis, making a conclusion that the model can be applied to the common express enterprises.