Study On Service Quality Evaluation Of ST Express Company

Service is the focus and the base of development for the express companies. Service quality is the core competence of the express companies. As the express market competition becomes more fierce, the quality of the express companies has become the main focus of industry competition. How to effectively evaluate the quality of express companies as well as to improve the quality of service, becomes an important part of express companies quality management. Based on service quality gap analysis model and SERVQUAL model, this article takes the characteristics and service standards of the express industry into consideration, formulating ST express company service quality evaluation model. The model concludes 6 dimensions, 30 indexes, such as tangibles, reliability, responsiveness, assurance, empathy, especially remedial. Then, through discrimination test, factor loadings, reliability test and analysis of the importance of each indicator, this article forms 6 dimensions, 25 indexes of quality evaluation model for ST express company service. Finally, the article describes how to evaluate and develop the quality of service and conducted empirical analysis on service quality. This article verifies the applicability of the SERVQUAL theory in the express industry. By evaluating results, we can find some potential problems in the quality of service and improve the quality of service. Therefore, service quality evaluation of ST express company has a certain reference value. We also provide some reference for the other similar type of express company to enhance the performance.