Service Quality Evaluation Research Of Express Industry Based On The SERVQUAL Theory

Express industry is a young Service industry. In recent years, express industry has got a great development with the rapid rise of the e-commerce industry. There also appeared goods loss, damage, delays and other issues, which has seriously hampered the healthy development of the express industry. On the other hand, our country has not yet established service quality standards system. How to accurately evaluate the service quality of express and find the key element to improve the service quality of the express industry has been the key part influencing the rapid development of Chinese express industry.This paper aims to establish the service quality evaluation index system of express deliveries, and combining with scientific evaluation model to evaluate service quality of express deliveries effectively. This paper analyzes the domestic and foreign scholars’ research on service quality evaluation, and teases out the related theory about express delivery service quality and the SERVQUAL model; secondly, on the basis of SERVQUAL theory, combining the characteristics of the express industry and the main problems of express service, at the same time referring to relevant academic research on the index system of service quality, the article establishes the service quality evaluation index system; by using expert scoring method and factor analysis method to filter index system, the paper establishes the service quality evaluation index system of the express deliveries; finally, the article improves the SERVQUAL model and analyzes two kinds of evaluation method about the model, at the same time it determines the importance of each index.The article also analyzes the YTO Express. On the basis of express delivery service quality index system, it designs service quality questionnaire of YTO Express, and then it expands the survey and data processing, at the same time evaluates the service quality of YTO Express by using the improved SERVQUAL model. The results find that the service quality of YTO Express doesn’t reach customers’ expectations, through further analysis, the paper proposes some recommendations to improve the service quality of the YTO Express.