The Empirical Study Of Private Express Enterprises’ Service Quality Evaluation Based On Customer Perception

In recent years, with the vigorous development of e-commerce industry,online-shopping is becoming a new fashion purchasing mode. Therefore the privateexpress enterprises grow under the background. However, at the same time they haveexpanded their scale rapidly with a series of problems. Express delivery servicequality now becomes one of the most important topics and draws the attention ofacademic experts.Of the existing theoretical research, there are more researches on the servicequality index system and index system of logistics service quality. However, theymost focused on the construction of index system, but using the index system to thepractical application of companies’ service quality evaluation is insufficient. What’smore, there always exist different ideas of the service quality evaluation index. Atpresent our country’s researches mainly evaluate service quality from the perspectiveof enterprise. To construct the index system from the perspective of customer and useit to the practical application is relatively scarce.The core content of this paper is to make the practical service quality evaluation ofprivate express enterprises. Firstly this paper reviewed the service quality theory bothin China and abroad, comprehensively carded the definition and evaluation methodsof service quality. Secondly the paper reviewed the service quality study of expressdelivery industry. Based on the theoretical of SERVQUAL model, combine with theanalysis of the characteristics of the express industry, the express service qualityevaluation index system is constructed. And it concluded six dimensions andtwenty-three indicating items. Then use the method of the analytic hierarchy processto analysis the weight of the indexes. Next use the fuzzy comprehensive evaluationmethod to make the evaluation of SF express, YTO Express, and360buy self-builtlogistics system. Finally put forward the according strategies of improve and enhancethe service quality for private express enterprises.