The research on express delivery service quality evaluation system based on customer perception

DOI

10.2991/ssehr-16.2016.156How to use a DOI?

Keywords

Service Quality, Evaluation Index, Express Delivery Companies

Abstract

With economic development, Express delivery companies is growing faster. In the fierce competition, quality of service become more and more important in the Express business, and it gradual becomes the core competitiveness of express delivery companies. This paper evaluates the express delivery quality through the perspective of customer perception and established the assessment indices. Construct services evaluation system according to the characteristics of the courier express industry, we set up indicators in six dimensions: character, function, safety, economy, aging, speed, which make a very important significance in improving service quality of express delivery companies and customer satisfaction.

Copyright

© 2016, 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 Zhou
AU  - Lingyao Zhu
AU  - Yinbo Ma
PY  - 2016/07
DA  - 2016/07
TI  - The research on express delivery service quality evaluation system based on customer perception
BT  - Proceedings of 2016 5th International Conference on Social Science, Education and Humanities Research
PB  - Atlantis Press
SP  - 740
EP  - 743
SN  - 2352-5398
UR  - https://doi.org/10.2991/ssehr-16.2016.156
DO  - 10.2991/ssehr-16.2016.156
ID  - Zhou2016/07
ER  -