Research On Evaluation Of Express Logistics Service Quality Of Changdao County In Shandong Province

As the inevitable outcome of the Internet development, on the onehand, the rapid growth of e-commerce has provided the hugedevelopment space for express industry, on the other hand, it has broughtcertain challenges for the industry. At present, the traditional commercialbusiness models and China’s urban and rural market structure havechanged, which mean that the regional trade barriers have been reducedfor counties and the huge demands have attracted the express companies’attention.“The Report of Electronic Commerce Development Index forChina’s Counties” pointed out that Changdao County was on the list of“China’s Top100E-commerce Development Counties in2013” andranked top in137county-level administrative areas in Shandong province.However, express companies only realize the quantitative growth ofbusiness and ignore the improvement of logistics service quality, whichcauses frequent delivery problems and consumer complaints. Thus,express logistics service quality has become the highlight. The studyabout how to evaluate regional express logistics service qualityobjectively and scientifically is the key to improve express logisticsservice. Therefore, express companies should evaluate the logisticsservice quality from the perspective of customers.Firstly, based on literature review, this dissertation analyzed thestatus quo of express logistics service quality. Then, this dissertation,combining SERVQUAL and LSQ models with the characteristics ofisland environment and the express industry in Changdao County,established evaluation index system of express logistics service quality.Secondly, based on the investigation of express service consumers inChangdao County by questionnaire survey, the dissertation obtained the express logistics service quality scale by exploratory factor analysis andreliability test, yielding five factors including reliability, protection,security, empathy and perception, including23items.Finally, according to the express service quality evaluation systemand the data, the rates of express logistics service quality were calculated,and the differences between customers’ expected and perceived valueswere analyzed. Then, some problems were pointed out and feasiblesuggestions were proposed, which could help express companies toovercome their weaknesses, increase the reputation and customers’satisfaction and loyalty.