基于SERVQUAL模型的网购快递服务质量的模糊评价研究  

SERVQUAL-Model-Based Fuzzy Evaluation of Express Service Quality in Online Shopping Environment

作　　者：于宝琴[1] 杜广伟[1] 

机构地区：[1]天津财经大学商学院,天津300222

出　　处：《工业工程》2013年第2期127-133,共7页Industrial Engineering Journal

摘　　要：将SERVQUAL模型运用到网购环境下的快递服务业,设计出由25个指标组成的网购快递服务质量评价体系。通过问卷调查和因子分析,将快递服务质量归结为服务前质量、服务中质量、服务后质量和企业形象4个维度来评价。在此基础上,运用FAHP获得各指标权重,建立服务质量的评价模型并进行模糊评价,最后得知网购人群对快递服务的感知和期望差距较大,并针对每一维度找出改进网购快递服务质量的策略,提升快递企业竞争力。The quality of express delivery service has a significant impact on enhancing the competitiveness of express delivery companies. The Service Quality （SERVQUAL） model is applied to the evaluation of quality for express delivery services in the online shopping environment. To do so, an index system with 25 indexes is designed. Through questionnaires and factor analysis, the quality of express delivery service is evaluated in four dimensions： pre-service quality, in-service quality, after-service quality, and corporate image. With the index system, fuzzy analytic hierarchy process （FAHP） is used to determine the weight of each index to establish an evaluation model such that the service quality can be fuzzily evaluated. Result shows that there may be a large gap between people＇s perception and expectation on courier service quality. With this finding, suggestions are proposed to improve service quality for each dimension and enhance the competitiveness of express delivery companies.

关 键 词：网购快递 SERVQUAL模型 模糊层次分析法 

分 类 号：F719.9[经济管理—产业经济]