基于SERVQUAL模型的国内快递服务质量评价研究

Research on Domestic Express Service Quality Evaluation Based on SERVQUAL Model

近年来,快递已经成为我们日常生活中不可或缺的一部分,但是,由于我国快递业的粗放式增长,服务质量仍有很大的进步空间。为了提高客户对快递服务的满意度,将SERVQUAL模型运用到北京快递服务质量评价中,分别从有形性、可靠性、移情性、响应性、保证性、安全性6个维度设计快递服务评价模型,并根据模型进行客户满意度调查分析,提出改善我国快递服务质量的可行方案。

In recent years,express delivery has become an indispensable part of our daily life.However,due to the extensive growth of China's express delivery industry,there is still a lot of room for improvement in service quality.In order to improve customer satisfaction with express service,the SERVQUAL model is applied to the evaluation of Beijing express service quality,and the express service evaluation model is designed from six dimensions:tangibility,reliability,empathy,responsiveness,assurance,and safety.Customer satisfaction survey and analysis is carried out according to the model,and a feasible plan to improve the quality of express service in China is put forward.