摘要
快递服务已经成为现代生活和工作不可或缺的基础服务之一。为提升客户对西安市圆通快递的快递服务的满意度,以SERVQUAL-IPA模型理论为基础,结合快递行业服务特性,构建西安市圆通快递服务质量评价指标,通过设计调查问卷,采用服务差距和重要性-绩效表现评价方法对西安市圆通快递服务质量进行评价。结果表明,西安市圆通快递需要改进的指标超过了半数,其服务质量整体较差。利用SERVQUAL-IPA评价模型对西安市圆通快递服务质量进行评价,具有一定的合理性和针对性,有助于西安市圆通快递及时弥补服务质量的不足之处,加快提升西安市圆通快递服务质量。
Express delivery service has become one of indispensable basic service of modern life and work. With the purpose of enhancing customer satisfaction with Xi’an YTO Express service quality, this paper establishes a service quality evaluation index system of Xi’an YTO Express based on the SERVQUAL-IPA model theory and express industry features. According to the survey, the quality of Xi’an express service quality is evaluated based on service gap and ImportancePerformance evaluation method. The results show that more than half of service indicators for Xi’an YTO Express need to be improved, and the overall service quality is under satisfactory. Using SERVQUAL-IPA evaluation model to evaluate the service quality of YTO Express has certain rationality and targeted, which helps make up for the shortcomings of service quality of Xi’an YTO Express in time, and accelerate promoting the service quality of Xi’an YTO Express.
作者
贾果玲
王建伟
JIA Guoling;WANG Jianwei(Business School,Xi’an International University,Xi’an 710077,Shaanxi,China)
出处
《铁道运输与经济》
北大核心
2019年第10期57-63,共7页
Railway Transport and Economy
基金
陕西省科技厅基金项目(2015SF296)
西安外事学院校级科研创新团队项目(XAIU-KT201802-2)
