Quality Of Express Service Evaluation Based On Service Encounter Theory

IT driven E-business all enterprises have to improve the quality of service,as one of the key service of E-business ecosystem,is growing from the extensive growth to the service experience as the core change.At present,the rapid development of E-business so that express enterprises face grand challenges,especially the quality of service can not be guaranteed,the high rate of customer complaints,customer dissatisfaction caused by service encounter and other issues haven became the bottleneck restricting of the express enterprises' development,how to evaluate the quality of express service,and how to establish the monitoring and security system of service quality has become an urgent issue to solve.To this end,this paper in the perspective of service encounter,refined the service encounter elements of the whole process of IT involved in express services,establish service encounter model of IT involved in express service,to achieve scientific evaluation,effective monitoring and effective protection of express service quality.First of all,this paper reviews and analyzes the service encounter theory,combined with the background of the rapid development of network technology,proposes a new concept of technical involvement in service engagement,defines it and summaries its four key elements,then define the definition of express service quality and analyzes its related research,proposes the corresponding evaluation methods.Secondly,combined with the processes and characteristics of the modern express service,construct the encounter model of express service with technology intervening,determine four evaluation dimensions of express service,four evaluation dimensions are enterprise encounter,technical encounter,personnel encounter and cargo encounter,and determine the subordinate indicators of the corresponding dimension,a total of 28,form the initial evaluation index set,the questionnaire is then designed and distributed,and then retrieve data,reliability analysis and validity analysis of the scale are tested,through the factor analysis method to carry on the revision to the initial target,and finally 18 evaluation indexes are determined,then,the size of each principal component variance contribution is compared,inferred the importance of the four dimensions is company encounter greater than technical encounter greater than personnel encounter greater than cargo encounter,this conclusion is consistent with the reality,verified the feasibility and validity of the method.Finally,with the revised 18 indicators for express enterprises to do empirical research,so as to improve the service quality of express companies put forward some relevant strategies,at the same time,the results of the empirical study verify the reality of the model again.This paper is based on the service encounter theory,construct the express service quality evaluation model,from the customer's point of view present the key indicators of the express service quality,which are in line with the reality of the express service enterprises,supplemented and perfected the predecessors' research,and use the questionnaire survey method to carry on the empirical analysis to the express enterprises' service quality,not only for express enterprises to effectively improve the quality of service to give theoretical support and empirical guidance,but also for future express service quality research provides a new train of thought.