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
This is a preview of subscription content, log in to check access.
Cronin JJ, Brady MK, Hult GTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J Retailing 76(2):193–218CrossRefGoogle Scholar
Hair JF, Black WC, Babin BJ, Anderson RE (2009) Multivariate data analysis. Prentice Hall, Upper Saddle RiverGoogle Scholar
Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Marketing 49(47):41–50CrossRefGoogle Scholar
Portney,LG, Watkins MP (2009) Foundations of clinical research: applications to practice. Prentice Hall, Upper Saddle RiverGoogle Scholar