Asian Science Citation Index is committed to provide an authoritative, trusted and significant information by the
coverage of the most important and influential journals
to meet the needs of the global scientific community.
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.
