SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality
International Journal of Transportation Engineering and Technology
Volume 4, Issue 1, March 2018, Pages: 20-23
Received: Apr. 24, 2018;
Accepted: May 10, 2018;
Published: May 30, 2018
Views 587 Downloads 53
Ji Xuehua, Business School, Beijing Wuzi University, Beijing, China
Follow on us
According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.
Quality of Express Service, SERVQUAL Model, FAHP
To cite this article
SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality, International Journal of Transportation Engineering and Technology.
Vol. 4, No. 1,
2018, pp. 20-23.
Copyright © 2018 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/
) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Syed Abdul Rehman Khan, Dong Qianli, Yu Zhang. A Survey Study: Important Factors in Just-in-tie Implementation [J]. American journal of traffic and transportation engineering, 2017, 2 (5):74-80.
Liu Longqing, Zhang Guoqing. A analysis of Status and Prospects of Reverse logistics Channel Management [J]. Commercial Times, 2014, (30):22-24.
ChenPing, Yang Jinwei. Study on Quality Evaluation and Improvement Countermeasures of On-campus Express Delivery Services [J]. Logistics Technology, 2014, 33 (15):192-195.
WuJing, Zheng Xiaohong, Chen Xinguo. A analysis of Quality Factors in Return Logistics Service [J]. Journal of Commercial Economics, 2016, (17):101-103.
Jie Fang. Empirical Research on the Relations between Online Shopping Customer Perceived Service Quality and Customer Repurchase Intention [J]. The Theory and Practice of Finance and Economics, 2016, 37 (03):123-127.
Zheng Jianing. “Who Moved My Information?”-Ownership and Protection of Express Service Information [J]. Lanzhou Academic Journal, 2016, (08):150-156.
Fan Lixian, Ye Yuanhui. The Influence of Express Service Quality on Express Brand Satisfaction: Moderating Effect of Customer Experience on E-commerce Environment [J]. Foreign Economics & Management, 2017, 39 (12):140-151.
Cao Xia, Li Ling. Study on Evaluation System of Express Service Quality of Online Shopping based on SERVQUAL Model [J]. Railway Transport and Economy, 2015, 37 (08):93-98.
Zheng Yuzhou, Zhang Huifeng, Wang Fan. Research on the Pricing Mechanism Reform of China’s Express Service and Relevant Suggestion [J]. Prices Monthly, 2016, (04):12-17.
Shi Li. Study on the construction of evaluation quality index system and influencing factors of express customer perception [J]. Theory & Practice, 2017, (07):149-152.