LISS 2014 pp 933-938 | Cite as

Study on the Service Quality Evaluation Research on Express Based on the Customer Perceptive

  • Yisheng Liu
  • Xueer Chen
  • Dongya Dong
Conference paper


In recent years, with the booming development of the Internet and e-commerce technology, express transportation has became an important channel for the flow of commodities, but the quality of service has declined. Service quality has become an important factor to differentiate competitors in Chinese express industry. This paper is based on the SERVQUAL scale, we make all negative issues change into positive and add the new dimension of Remedy, and use that as a basis for the questionnaire design.Finally, we modify express service quality evaluation scale further through the data analysis.


Service quality Express SERVQUAL scale 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2015

Authors and Affiliations

  1. 1.School of Economics and ManagementBeijing Jiaotong UniversityBeijingChina

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