Wang Jia-Yuan
Zhang Naiqi Honors College, College of Computer and Information Management, Zhejiang Gongshang University, No. 18th Xuezheng Road, Hangzhou, China
Tang Jing
Zhang Naiqi Honors College, College of Computer and Information Management, Zhejiang Gongshang University, No. 18th Xuezheng Road, Hangzhou, China
Jiang Chang-Bing
Zhang Naiqi Honors College, College of Computer and Information Management, Zhejiang Gongshang University, No. 18th Xuezheng Road, Hangzhou, China
Tang Qi-Yao
Zhang Naiqi Honors College, College of Computer and Information Management, Zhejiang Gongshang University, No. 18th Xuezheng Road, Hangzhou, China
Ding Ning
Zhang Naiqi Honors College, College of Computer and Information Management, Zhejiang Gongshang University, No. 18th Xuezheng Road, Hangzhou, China
ABSTRACT
This article aims to refine the traditional SERVQUAL model and promote a more suitable one to evaluate Chinas express service quality. As the current indicators and dimensions in traditional SERVQUAL model hardly evaluate the Chinas express quality properly, the refined model which is more compatible to Chinas 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.
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How to cite this article
Wang Jia-Yuan, Tang Jing, Jiang Chang-Bing, Tang Qi-Yao and Ding Ning, 2013. An Empirical Study on Chinas
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
DOI: 10.3923/jas.2013.2974.2978
URL: https://scialert.net/abstract/?doi=jas.2013.2974.2978
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