Empirical Study of Express Logistics Service Quality –A Survey of Changdao County Express Sector

DOI

10.2991/icetis-14.2014.121How to use a DOI?

Keywords

Express; Logistics service quality; SERVQUAL

Abstract

This study investigates the express logistics service quality in Changdao County by scales developed according to SERVQUAL and LSQ theoretical models. By exploratory factor analysis, the service quality scale yields five factors including reliability, protection, security, empathy and perception. Then, according to the differences between customers’ expected and perceived values, this paper evaluates the express logistics service quality, and finds that customers place difference emphasis on the constructs, and the expected values are significantly different from the perceived ones. Finally, the implications of the research findings and suggestions are discussed.

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Li Liu
AU  - Chan Liu
PY  - 2014/08
DA  - 2014/08
TI  - Empirical Study of Express Logistics Service Quality –A Survey of Changdao County Express Sector
BT  - Proceedings of the 2014 International Conference on Education Technology and Information System (ICETIS 2014)
PB  - Atlantis Press
SP  - 393
EP  - 397
SN  - 1951-6851
UR  - https://doi.org/10.2991/icetis-14.2014.121
DO  - 10.2991/icetis-14.2014.121
ID  - Liu2014/08
ER  -