Quality Evaluation Of Express Services In Online Shopping Environment

Based on the SERVQUAL model, combined with expectations of users express services, this study divided the quality of services delivery industry into five dimensions: physical, economic, empathy, assurance and timeliness. Using statistical software SPSS19.0 to survey data exploratory factor analysis, I found that the quality of services delivery industry attributed to four dimensions. The empathy index was assigned into the economy and assurance indicators. The final express services quality has four dimensions: physical, economic, assurance and timeliness. And then we use the principal component analysis to determine the index weight. Based on the gray fuzzy theory, three private express companies services quality were evaluated and compared. Finally,we come up with some suggestions to enhance the quality of services delivery industry.This study aims to provide a better evaluation criteria for the quality of service delivery industry and let express companies have a directer understanding of their customers’ needs. Secondly, this study conducted a survey of some typical express companies services quality. Our analysis shows that the quality of services delivery business is not at a very high level, so express companies should pay attention to the delivery services quality to improve customer satisfaction.