基于SERVQUAL模型高校快递服务质量评价  

Evaluation of Express Service Quality in Colleges and Universities Based on SERVQUAL Model

作　　者：彭宇楠 王晶晶 PENG Yu-nan;WANG Jing-jing(School of Economics and Management,Beijing Information Science and Technology University,Beijing 100192,China)

机构地区：[1]北京信息科技大学经济管理学院

出　　处：《价值工程》2019年第25期130-132,共3页Value Engineering

基　　金：促进高校内涵发展-研究生科技创新项目-经济管理学院(5121911045)

摘　　要：将SERVQUAL模型运用到高校快递服务质量评价中,从可靠性、响应性、保证性、移情性、有形性五个维度设计出22个高校快递服务质量评价体系,得出快递服务的顾客感知和期望差距大小,并提出相应的改进策略,提升高校快递服务质量的竞争力。Applying SERVQUAL model to the evaluation of express delivery service quality in colleges and universities,22 evaluation systems of express delivery service quality in colleges and universities are designed from five dimensions: reliability,responsiveness,assurance,empathy and tangibility.The gap between customer perception and expectation of express delivery service is obtained,and corresponding improvement strategies are put forward to enhance the competitiveness of express service quality of colleges and universities.

关 键 词：SERVQUAL模型 高校快递 服务质量评价 

分 类 号：F259.22[经济管理—国民经济]