【摘要】 文中以SERVQUAL评价法为基础,从顾客满意度角度出发,通过调查问卷获得数据,运用因子分析和层次分析法确定二三级服务质量指标的权重,从而建立改进后的SERVQUAL评价模型,以此作为对快递企业服务质量评价和比较的依据,并通过实例对其应用进行了说明。更多还原

【Abstract】 This paper works out an improved evaluation model of SERVQUAL in express delivery industry. Based on the classic SERVQUAL model and the data collected by questionnaires,the authors revise and establish,through the view of customer satisfaction,the weights of service quality index system ranking in the second and the third levels by using the methods of factor analysis and analytic hierarchy process,and find a more convenient and simple model comparing and evaluating the service quality of express delivery companies,which has been illustrated by some examples in the paper.更多还原