福建省快递企业服务质量评价研究

Research on Evaluation of Service Quality of Express Enterprises in Fujian Province

以福建省快递企业服务质量作为研究对象,通过参考SERVQUAL评价模型中的评价维度和指标,最终确定了包含移情性、保证性、可靠性、响应性、有形性和经济性6个维度和18个指标的快递企业服务质量评价指标体系。根据快递企业服务质量评价指标体系,设计问卷调查,选择EMS快递进行实例分析,在此基础上对福建省快递企业服务质量管理的提升提出建议。

Taking the service quality of express delivery companies in Fujian province as the research object,and by referring to the evaluation dimensions and indicators in the SERVQUAL evaluation model,the 6 dimensions including empathy,assurance,reliability,responsiveness,tangibility and economy are finally determined and the 18-index service quality evaluation index system of express delivery companies.According to the service quality evaluation index system of express delivery enterprises,a questionnaire survey was designed,and EMS express delivery was selected for case analysis.On this basis,suggestions were made for the improvement of service quality management of express delivery enterprises in Fujian province.