基于SERVQUAL模型的DOSUN供应链管理有限公司服务质量调查问卷设计  

Design of Service Quality Survey Questionnaire for DOSUN Supply Chain Management Co.,Ltd.Based on SERVQUAL Model

作　　者：夏博时 XIA Bo-shi(School of Management,Jiangsu University,Zhenjiang 212013,China)

机构地区：[1]江苏大学管理学院,江苏镇江212013

出　　处：《物流工程与管理》2024年第4期61-64,共4页Logistics Engineering and Management

摘　　要：为客观评价DOSUN供应链管理有限公司服务质量,文中基于SERVQUAL模型,结合物流行业服务质量特点,有针对性地设计了一份包含5个维度23项指标的调查问卷。问卷设计完成后,选取DOSUN供应链管理有限公司部分客户填写问卷,利用SPSS软件对收集的数据进行信度与效度检验。在信度检验中,Cronbach’s α系数值为0.946,说明该问卷具有非常好的信度。在效度检验中,KMO检验值大于0.6且Bartlett的检验结果显著,同时每一个变量的公因子方差均大于0.7,变量可以被公因子很好地表达。5个因子(有形性、可靠性、响应性、保证性、移情性)的测量项水平上均呈现显著性,且标准载荷系数均大于0.7,可以认为各测量项有足够的方差解释率使对应变量能在同一因子上得到展现。平均变异数萃取量(AVE)的值均大于0.5,组合信度CR值均大于0.7,因子内的测量指标提取度优秀,同时各因子间的标准估计系数均接近1,因子之间的关联性很强。综上所述,该服务质量调查问卷具有良好的信度和效度,能够有效评价该公司的服务质量。In order to evaluate the service quality of DOSUN Supply Chain Management Co.,Ltd.objectively,this paper designs a questionnaire based on SERVQUAL model and combining the service quality characteristics of logistics industry,which contains 5 dimensions and 23 indicators.After the questionnaire was designed,some customers of DOSUN Supply Chain Management Co.,Ltd.were selected to fill in the questionnaire,and the reliability and validity of the collected data were tested by SPSS software.Cronbach sαcoefficient is 0.946 in reliability test,which shows that the reliability of the questionnaire was very good.In the validity test,the KMO test value is greater than 0.6 and the Bartlett test result is significant.Meanwhile,the common factor variance of each variable is greater than 0.7,and the variable can be well expressed by the common factor.The five factors(tangibility,reliability,responsiveness,assurance and empathy)are all significant at the level of measurement items,and the standard load coefficient is all greater than 0.7.It can be considered that there is sufficient variance explanation rate for each measurement item so that the corresponding variables can be displayed on the same factor.The mean value of Average Variance Extracted(AVE)is greater than 0.5,and the combined reliability CR values are all greater than 0.7.The extraction degree of the measurement indexes within the factors was excellent,and the standard estimation coefficients among the factors were all close to 1.The correlation among the factors was very strong.To sum up,the service quality questionnaire has good reliability and validity,which can effectively evaluate the company s service quality.

关 键 词：服务质量 SERVQUAL模型 供应链 问卷设计 信度与效度检验 

分 类 号：F274[经济管理—企业管理]