SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality

Ji Xuehua

doi:doi:10.11648/j.ijtet.20180401.13

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SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality

Ji Xuehua

Published in International Journal of Transportation Engineering and Technology (Volume 4, Issue 1)

Received: 24 April 2018 Accepted: 10 May 2018 Published: 30 May 2018

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Abstract

According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.

Published in	International Journal of Transportation Engineering and Technology (Volume 4, Issue 1)
DOI	10.11648/j.ijtet.20180401.13
Page(s)	20-23
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2018. Published by Science Publishing Group

Keywords

Quality of Express Service, SERVQUAL Model, FAHP

References

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[3]	ChenPing, Yang Jinwei. Study on Quality Evaluation and Improvement Countermeasures of On-campus Express Delivery Services [J]. Logistics Technology, 2014, 33 (15):192-195.
[4]	WuJing, Zheng Xiaohong, Chen Xinguo. A analysis of Quality Factors in Return Logistics Service [J]. Journal of Commercial Economics, 2016, (17):101-103.
[5]	Jie Fang. Empirical Research on the Relations between Online Shopping Customer Perceived Service Quality and Customer Repurchase Intention [J]. The Theory and Practice of Finance and Economics, 2016, 37 (03):123-127.
[6]	Zheng Jianing. “Who Moved My Information?”-Ownership and Protection of Express Service Information [J]. Lanzhou Academic Journal, 2016, (08):150-156.
[7]	Fan Lixian, Ye Yuanhui. The Influence of Express Service Quality on Express Brand Satisfaction: Moderating Effect of Customer Experience on E-commerce Environment [J]. Foreign Economics & Management, 2017, 39 (12):140-151.
[8]	Cao Xia, Li Ling. Study on Evaluation System of Express Service Quality of Online Shopping based on SERVQUAL Model [J]. Railway Transport and Economy, 2015, 37 (08):93-98.
[9]	Zheng Yuzhou, Zhang Huifeng, Wang Fan. Research on the Pricing Mechanism Reform of China’s Express Service and Relevant Suggestion [J]. Prices Monthly, 2016, (04):12-17.
[10]	Shi Li. Study on the construction of evaluation quality index system and influencing factors of express customer perception [J]. Theory & Practice, 2017, (07):149-152.

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APA Style

Ji Xuehua. (2018). SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. International Journal of Transportation Engineering and Technology, 4(1), 20-23. https://doi.org/10.11648/j.ijtet.20180401.13

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ACS Style

Ji Xuehua. SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. Int. J. Transp. Eng. Technol. 2018, 4(1), 20-23. doi: 10.11648/j.ijtet.20180401.13

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AMA Style

Ji Xuehua. SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. Int J Transp Eng Technol. 2018;4(1):20-23. doi: 10.11648/j.ijtet.20180401.13

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@article{10.11648/j.ijtet.20180401.13,
  author = {Ji Xuehua},
  title = {SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality},
  journal = {International Journal of Transportation Engineering and Technology},
  volume = {4},
  number = {1},
  pages = {20-23},
  doi = {10.11648/j.ijtet.20180401.13},
  url = {https://doi.org/10.11648/j.ijtet.20180401.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijtet.20180401.13},
  abstract = {According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.},
 year = {2018}
}

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TY  - JOUR
T1  - SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality
AU  - Ji Xuehua
Y1  - 2018/05/30
PY  - 2018
N1  - https://doi.org/10.11648/j.ijtet.20180401.13
DO  - 10.11648/j.ijtet.20180401.13
T2  - International Journal of Transportation Engineering and Technology
JF  - International Journal of Transportation Engineering and Technology
JO  - International Journal of Transportation Engineering and Technology
SP  - 20
EP  - 23
PB  - Science Publishing Group
SN  - 2575-1751
UR  - https://doi.org/10.11648/j.ijtet.20180401.13
AB  - According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.
VL  - 4
IS  - 1
ER  -

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Author Information

Ji Xuehua

Business School, Beijing Wuzi University, Beijing, China

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APA Style

Ji Xuehua. (2018). SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. International Journal of Transportation Engineering and Technology, 4(1), 20-23. https://doi.org/10.11648/j.ijtet.20180401.13

Copy | Download

ACS Style

Ji Xuehua. SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. Int. J. Transp. Eng. Technol. 2018, 4(1), 20-23. doi: 10.11648/j.ijtet.20180401.13

Copy | Download

AMA Style

Ji Xuehua. SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality. Int J Transp Eng Technol. 2018;4(1):20-23. doi: 10.11648/j.ijtet.20180401.13

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@article{10.11648/j.ijtet.20180401.13,
  author = {Ji Xuehua},
  title = {SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality},
  journal = {International Journal of Transportation Engineering and Technology},
  volume = {4},
  number = {1},
  pages = {20-23},
  doi = {10.11648/j.ijtet.20180401.13},
  url = {https://doi.org/10.11648/j.ijtet.20180401.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijtet.20180401.13},
  abstract = {According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.},
 year = {2018}
}

Copy | Download

TY  - JOUR
T1  - SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality
AU  - Ji Xuehua
Y1  - 2018/05/30
PY  - 2018
N1  - https://doi.org/10.11648/j.ijtet.20180401.13
DO  - 10.11648/j.ijtet.20180401.13
T2  - International Journal of Transportation Engineering and Technology
JF  - International Journal of Transportation Engineering and Technology
JO  - International Journal of Transportation Engineering and Technology
SP  - 20
EP  - 23
PB  - Science Publishing Group
SN  - 2575-1751
UR  - https://doi.org/10.11648/j.ijtet.20180401.13
AB  - According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.
VL  - 4
IS  - 1
ER  -

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