Study On Customer-oriented Evaluation Index System Of Express Industry In Quality Of Service

Chinese express started in1987, which has been developing25years. With the flourishing development of e-commerce in recent years, the size of the express industry is expanding rapidly, and the express industry have a greater development space in the future. However, the express industry still have a series of problems, such as uncontrolled expansion of express enterprises and a large number of complaints on the express. As the market competition become more intense, the quality of the express enterprises have become the main focus of industry competition. How to effectively measure the quality of express enterprises as well as to find key elements to improve the quality of service, and to improve quality, become an important part of express enterprises quality management.At present, China’s express quality evaluation research focus on the Construction of assessment system, which lead to the lack of research for the evaluation. This article take service quality gap analysis model and SERVQUAL model as the theoretical basis. In accordance with the characteristics and existing problems of the express industry, this article also formulates China’s express service quality evaluation model, including tangibles, reliability, responsiveness, assurance, empathy, and increase the dimensions of remedial, and27indicators. Through the consumer’s investigation about the importance of individual indicators, this article removed invalid indicators by reliability test and discrimination test, factor loadings, analysis of the importance of each indicator finally formed six dimensions,24indicators of quality evaluation model for China’s express enterprise service. The article also described how to develop a scientific and effective quality of service promotion strategies based on the results of quality evaluation. Taking EMS as an example, it conducted empirical research on service quality and improvement.This article verifies the applicability of the SERVQUAL theory in the express industry in China, and has a certain theoretical significance. At the same time it provides a tool for quality assessment and improvement of express enterprises.By evaluating results of the problems which can be found in the quality of service, the article can guide express enterprise to improve quality. There are also some practical significance. Service quality evaluation of the express enterprises have a certain reference value.