Evaluation Of Express Service Quality

Quality is the life line of a business, especially for the express industry, service quality is the critical factor for the express company to retain customers. With the rapid development of e-commerce and social demand, the domestic express delivery business has maintained more than50%growth rate for many years, but with the increasingly fiercer market competition, the quality of service provided express companies has been put to the test.E-commerce development is inseparable from express service. Express service connects the e-commerce customer and the real world. Today, e-commerce industry is facing high levels of comprehensive competition, which requires high quality express service as support. However, today’s express companies, the good and the bad are intermingled, there are many problems in transport, delivery and after-sales service, especially the increasingly acute after-sales service is becoming the major obstacle of express logistics enterprises and the development of e-commerce. Therefore, measuring the quality of current service and proposing appropriate measures to enhance the quality of service of the express companies has a crucial significance to the express industry and the sustainable and healthy development of e-commerce industry.The measurement and evaluation of express service quality is so complex an issue, now we are lack of relevant research.In this issue, we have done a comprehensive overview and analysis to the existing research on the measurement and evaluation of the quality of express service from domestic and foreign academics; we have defined the concept and the connotation of express service quality; we have explored the methods to measure and evaluate the quality of express service. In this issue, we established a evaluation system to evaluate the quality of express service from three dimensions:the quality of customer expectations, the minimum requirements, perceived quality; we designed a reasonable questionnaire aiming at the current actuality, service features and the hot issues of consumer concern; we analyzed and processed the collected data to find out in influential factors of the quality of the express service and consumer perceived quality;we built the SERVQUAL model and Zone of Tolerance model to measure the gap between consumers’expectations, the minimum requirements and the actual perception in the express service, and to examine the real situation of the quality of express services;we use the regression analysis to investigate whether there is a linear relationship and what kind of linear relationship it is between the customers perceived importance and the Zone of Tolerance, perceived service superiority gap,perceived service adequacy gap;we found that there were a significant linear correlation between customers perceived importance and perceived service adequacy gap;Based on the above study, we evaluate and compare the express services between the eastern and western regions, the directly-managed system and the franchises system, we find out the largest gap of the quality of express services between the eastern and western regions, the directly-managed system and the franchises system;At last, we analyzed the problems should be solved and the causes of the various problems in express service and then put forward specific measures to resolve them.