工业工程2013，Vol.16Issue(2)：127-133,7.DOI:10.3969/j.issn.1007-7375.2013.02.020
基于SERVQUAL模型的网购快递服务质量的模糊评价研究
SERVQUAL-Model-Based Fuzzy Evaluation of Express Service Quality in Online Shopping Environment
摘要
Abstract
The quality of express delivery service has a significant impact on enhancing the competitiveness of express delivery companies. The Service Quality (SERVQUAL) model is applied to the evaluation of quality for express delivery services in the online shopping environment. To do so, an index system with 25 indexes is designed. Through questionnaires and factor analysis, the quality of express delivery service is evaluated in four dimensions: pre-service quality, in-service quality, after-service quality, and corporate image. With the index system, fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index to establish an evaluation model such that the service quality can be fuzzily evaluated. Result shows that there may be a large gap between people's perception and expectation on courier service quality. With this finding, suggestions are proposed to improve service quality for each dimension and enhance the competitiveness of express delivery companies.关键词
网购快递/SERVQUAL模型/模糊层次分析法Key words
express delivery service/ Service Quality ( SERVQUAL) model/ fuzzy analytic hierarchy process (FAHP)分类
管理科学引用本文复制引用
于宝琴,杜广伟..基于SERVQUAL模型的网购快递服务质量的模糊评价研究[J].工业工程,2013,16(2):127-133,7.
