The Building And Empirical Study Of Express Industry’s Service Quality Evaluation Model

The express industry is a type of service industry. It is only20years since express deliverycomes to China. But because of its rapid development, it has become one of the industry,whichhas a huge potential for development.Nowadays, the express delivery business has penetrated into people’s daily life.It becomesthe most common way of delivery of letters and articles. But its rapid development brings a lot ofnegative issues, such as the lack of regulation of the industry and the uniform implementation ofstandards. The quality problems have become an important factor which hinders sustainabledevelopment of courier companies in China. There is only a few research literature about servicequality of the express industry at home and abroad. In this paper, we look the quality of service asa starting point. I think that the level of service quality must be measured by scientific andobjective assessments in order to identify potential deficiencies and problems.This article is according to characteristics of express delivery and based on SERVQUALtheory which is widely used in various industries. And then creates a courier service qualityevaluation system. It identified six dimensions that affect the quality of service. Six dimensionshave been divided into24questions which constitute the evaluation scale. We can calculate themagnitude effect of various elements by quantitative research and then find the reasonable way toimprove the service quality. The data of the paper was derived from the questionnaire. Usingspss software to analyze the collected data to test scale reliability and validity and calculate thesize of the contribution rate of various dimensions of service quality. The results of the analysiscan be as a reference to develop improvement measures.The results of the empirical research is that I identified six dimensions affect the quality ofcourier services and constructed the service quality evaluation model of courier companies. Thismodel is proven to be effective. The model helps the courier industry make a more directunderstanding of customer needs and find deep-seated quality problems to improve the quality ofservice. Then customer satisfaction will be prompted. On the other hand, it provides a scientificbasis for government departments to develop reasonable policy approaches, regulatory methodsand management practices.