
	Journal of Applied Sciences
	Year: 2013 \| Volume: 13 \| Issue: 15 \| Page No.: 2974-2978 DOI: 10.3923/jas.2013.2974.2978

An Empirical Study on China’s Express Service Quality Based on Refined Servqual Model: A Case in Yangtze River Delta

Wang Jia-Yuan, Tang Jing , Jiang Chang-Bing , Tang Qi-Yao and Ding Ning

Abstract: This article aims to refine the traditional SERVQUAL model and promote a more suitable one to evaluate China’s express service quality. As the current indicators and dimensions in traditional SERVQUAL model hardly evaluate the China’s express quality properly, the refined model which is more compatible to China’s express status in Yangtze River Delta, would solve this problem. With Likert Scale, we deliver questionnaires and apply principal component analysis to reevaluate 22 indicators of conditional SERVQUAL model. This study later combines two traditional dimensions-empathy and assurance-into a new dimension named credibility, retains three previous dimensions of the model: Reliability, tangible, responsiveness and adds a new dimension called accessibility. Meanwhile, the article performs reliability test, validity test and dimension test to the refined model which all have reasonable results.

PDF References Citation Report Citation

How to cite this article:

Wang Jia-Yuan, Tang Jing , Jiang Chang-Bing , Tang Qi-Yao and Ding Ning , 2013. An Empirical Study on China’s Express Service Quality Based on Refined Servqual Model: A Case in Yangtze River Delta. Journal of Applied Sciences, 13: 2974-2978.

DOI: 10.3923/jas.2013.2974.2978

URL: https://scialert.net/abstract/?doi=jas.2013.2974.2978

COMMENT ON THIS PAPER

Navigation


		Online First
		Current Issue
		Previous Issues
		Editorial Board
		Submit a Manuscript
		Guide to Authors
		Subscribe to E-alerts

Indexed In


		AGRIS
		ASCI-Database
		Asian Digital Library
		Chemical Abstract Services
		Google Scholar

Science Alert