基于SERVQUAL的中国快递业服务质量评价实证研究  

An Empirical Study on Chinese Express Industry with SERVQUAL

作　　者：朱美虹[1] 缪圣陶[2] 卓骏[1] 

机构地区：[1]浙江水利水电专科学校,浙江杭州310018 [2]浙江大学管理学院,浙江杭州310018

出　　处：《科技管理研究》2011年第8期38-45,共8页Science and Technology Management Research

基　　金：“十一五”国家科技支撑计划项目“我国现代服务业发展战略研究”子课题“现代服务业科技支撑体系总体发展战略研究”(2006BAH02A36-010)的资助。项目起止时间:2007.3-2008.12

摘　　要：服务质量管理日渐成为企业关键的竞争要素之一。为了增强企业的竞争地位,越来越多的中国快递企业纷纷寻求改进服务质量以期区别于竞争对手。论文采用探索性因子分析和验证性因子分析对SERVQUAL模型的维度、信度和效度进行评估验证,并将修正后的模型应用于中国快递企业。研究表明修正后的模型更适合中国快递业服务的特征,它具有很大的实用价值。其中新添的"安全性"是一个重要的维度。由于快递业自身服务的特性,"可靠性"和"响应性"维度需进行一定的修正,"时效性"是对这两个维度的最佳阐释。研究结果还为管理者改善管理和提高服务质量提供了一些有益的见解与指导。Service Quality Management becomes one of the most important competitive factors in business at present. To enhance their competitive position, more and more express companies in China may choose to improve service quality to differentiate their services from those of their competitors. In the present study, the exploratory and confirmatory factor analyses were conducted to assess the SERVQUAL instrument dimensionality, reliability and validity, and apply the SERVQUAL instrument into Chinese Express Industry. We found that the adapted SERVQUAL instrument is also a valid and valuable tool to measure service quality. ＂Security＂ is an important additional dimension of service quality in China＇ s express industry. The dimensions of ＂reliability＂ and ＂responsiveness＂ may need revision for the special nature of express industry. ＂Timeliness＂ may be the best interpretation of these two dimensions. And the study provides some useful insights and guidance for managers to measure and improve service quality.

关 键 词：服务质量 SERVQUAL 中国快递业 结构方程 

分 类 号：F259.2[经济管理—国民经济] F274