Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)

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Empirical Research on Evaluation Index System of Service Quality in Express Delivery Industry

Authors
Jie Yang1, *
1School of economics and management, Beijing Jiaotong University, Beijing, China
*Corresponding author. Email: 20120591@bjtu.edu.cn
Corresponding Author
Jie Yang
Available Online 29 December 2022.
DOI
10.2991/978-94-6463-102-9_84How to use a DOI?
Keywords
Express delivery; Service quality; Evaluation index system
Abstract

With the increasingly fierce market competition, the service quality of express delivery enterprises has become the focus of industry competition. How to effectively measure the service quality of express delivery enterprises and find the key elements to improve the service quality. By consulting a large number of literatures related to express delivery enterprises and service quality, referring to the research status of logistics service quality, this paper uses online questionnaire survey, SPSS and other research methods and tools, combined with qualitative analysis and quantitative analysis to carry out the research work of this paper. Based on SERVQUAL model, according to the characteristics and existing problems of express delivery industry, an evaluation model of service quality of China's express delivery enterprises is established, and a relational expression is established through factor analysis. Finally, an empirical study is completed through example analysis. This paper verifies the applicability of the theory in China's express delivery industry, which has certain theoretical significance and provides a tool for the evaluation and improvement of the service quality of express delivery enterprises.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)
Series
Atlantis Highlights in Computer Sciences
Publication Date
29 December 2022
ISBN
10.2991/978-94-6463-102-9_84
ISSN
2589-4900
DOI
10.2991/978-94-6463-102-9_84How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Jie Yang
PY  - 2022
DA  - 2022/12/29
TI  - Empirical Research on Evaluation Index System of Service Quality in Express Delivery Industry
BT  - Proceedings of the 2022 2nd International Conference on Business Administration and Data Science (BADS 2022)
PB  - Atlantis Press
SP  - 822
EP  - 830
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-102-9_84
DO  - 10.2991/978-94-6463-102-9_84
ID  - Yang2022
ER  -