The Evaluation And Improvement Of Mobile Courier Applications Based On Service Quality Dimensions

With the development of the mobile Internet environment and the rise of online shopping consumption model,courier service combined with mobile application becomes the most important new service model to help save labor costs and raise the service efficiency.In the entire courier service system of information flow,service flow and logistics,mobile platform is not only an important role of the media to joint service for the two sides,but also is the key online service point of contact with its service properties.Meanwhile,as a dimension to evaluate the quality of service,the dimension of quality service divides itself into several understandable and perceived smaller dimensions to evaluate,which is conducive to the results from the service and goal-oriented guidance design.The use of service quality dimension theory can help someone give a service quality evaluation about the mobile service in mobile courier applications system according to an effective overall quality of service standards.This thesis aims to improve the design of mobile express application service by studying the dimension and index of service quality of mobile express application from the perspective of mobile service and based on the theory of service quality dimension.First,by analyzing the current situation and problem of mobile courier application,and reviewing the literature of service quality dimension and mobile express application evaluation,the thesis finds out that service quality dimension has implications for evaluating the mobile express application and is good for evaluation perspective transfer on from static products to dynamic products,and the transfer from the focus in a single interface to the whole system.Secondly,the thesis proposes the responsiveness,guarantee,reliability,empathy and informativity to adapt to mobile express application,and mobile express application indications in its corresponding dimension after analyzing foreign and domestic cases,tracking theories in the dimension,figuring out the dimension of the sub-dimension under and outputting the initial service quality dimension model.Then,the thesis outputs the expected class dimension indicators and completes model in user research stage by several steps,such as collecting problems about courier service and exploring the possible intervention points of the mobile express application in the questionnaire research,having an insight into the service problem from the interview with related people,making an assumption related to the importance of the dimension's attention after learning the detail evaluation problem of the combination of Wervice quality dimension and mobile express application in depth interviews.Finally,the thesis proposes 59 sub-indexes according to according to KJ method,and sorted the fuzzy index according to the Likert scale,outputting expected index coefficient.Thus the evaluation system was completed."SF Express" was taken an example.Combining the questionnaires and interviews,the thesis evaluates the satisfaction of the sub-index,analyzes the direction and the corresponding priority to be improved,and accepts the advantage dimension and outputs the design strategy of the mobile express application,telling people that how to improve the mobile courier application of information transmission efficiency,strengthen the application of interactive and visual brand awareness,meet the user's functional and emotional needs,response to user's operations and problem feedback to provide predictable and effective functional service from the following dimension: informativity,empathy,reliability,assurance and responsiveness.