Research on the Evaluation of Chinese Express Service Quality in e-Commerce

Chunhui Yuan, Jie Liu

2015

Abstract

This paper investigated the determinants that influence the quality of express service in China. Based on the SERVQUAL model, a 22-item service quality evaluation system for Chinese express service was developed. By factor analysis, we found that the express service quality evaluation comprises six determinants named tangibility, economy, empathy, security, timeliness and convenience. Moreover, we used regression analysis to explore the effects of those determinants on customer satisfaction and loyalty, found that the effects of empathy, economy and timeliness are significant, and empathy is the most significant one. The findings showed that due to the differing importance of the six determinants, Chinese express company should take customized strategy to enhance their service quality, neglect of any determinant will lead to a drop of their service quality.

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Paper Citation


in Harvard Style

Yuan C. and Liu J. (2015). Research on the Evaluation of Chinese Express Service Quality in e-Commerce . In Proceedings of the Information Science and Management Engineering III - Volume 1: ISME, ISBN 978-989-758-163-2, pages 461-465. DOI: 10.5220/0006028604610465


in Bibtex Style

@conference{isme15,
author={Chunhui Yuan and Jie Liu},
title={Research on the Evaluation of Chinese Express Service Quality in e-Commerce},
booktitle={Proceedings of the Information Science and Management Engineering III - Volume 1: ISME,},
year={2015},
pages={461-465},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006028604610465},
isbn={978-989-758-163-2},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Information Science and Management Engineering III - Volume 1: ISME,
TI - Research on the Evaluation of Chinese Express Service Quality in e-Commerce
SN - 978-989-758-163-2
AU - Yuan C.
AU - Liu J.
PY - 2015
SP - 461
EP - 465
DO - 10.5220/0006028604610465