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
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Ji Xuehua, Business School, Beijing Wuzi University, Beijing, China
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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.
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