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

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.