An Empirical Assessment and Application of SERVQUAL in Mainland Chinese Express Industry

Author

Shengtao, Miao ; Jun, Zhuo

Author_Institution

Sch. of Manage., Zhejiang Univ., Hangzhou, China

fYear

2009

fDate

16-17 May 2009

Firstpage

46

Lastpage

50

Abstract

In the present study, the exploratory and confirmatory factor analyses were conducted to assess the SERVQUAL instrument dimensionality, reliability and validity, and apply the SERVQUAL instrument into Chinese Express Industry. We found that the adapted SERVQUAL instrument is also a valid and valuable tool to measure service quality. ldquoSecurityrdquo is an important additional dimension of service quality in Chinapsilas express industry. The dimensions of ldquoreliabilityrdquo and ldquoresponsivenessrdquo may need revision for the special nature of express industry. ldquoTimelinessrdquo may be the best interpretation of these two dimensions. And the study provides some useful insights and guidance for managers to measure and improve service quality.

Keywords

commerce; quality management; reliability; SERVQUAL instrument dimensionality; SERVQUAL instrument reliability; SERVQUAL instrument validity; mainland Chinese express industry; service quality; Business; Companies; Disaster management; Electronic commerce; Electronics industry; Engineering management; Instruments; Quality management; Reliability engineering; Scanning electron microscopy; Chinese express industry; SERVQUAL; services quality; structural equation modeling (SEM);

fLanguage

English

Publisher

ieee

Conference_Titel

Information Engineering and Electronic Commerce, 2009. IEEC '09. International Symposium on

Conference_Location

Ternopil

Print_ISBN

978-0-7695-3686-6

Type

conf

DOI

10.1109/IEEC.2009.16

Filename

5175072