An Empirical Assessment and Application of SERVQUAL in Mainland Chinese Courier Industry
In this study,the SERVQUAL instrument is applied to the Chinese courier industry and the exploratory and confirmatory factor analyses were conducted to assess the dimensionality,reliability and validity of the instrument We found that the adapted SERVQUAL instrument is also a valid and valuable tool to measure service quality within the Chinese service context.In the meantime,Security is an important additional dimension of service quality in Chinas courier industry whilst the dimensions of Reliability and Responsiveness may need some revision.Our research results showed that Security and Timeliness may be better fit into the unique nature of the courier industry.The study provides some useful insights and guidance for managers to measure and improve service quality in the Chinese courier industry.
Zhuo Jun Miao Shengtao Xiaoling Hu
School of Management,Zhejiang University,Hangzhou,P.R.China Business School,University of Gloucestershire,Cheltenham,UK
国际会议
PAN-PACIFIC CONFERENCE XXVI(“战略创新、协作融合泛太平洋管理学会第26届年会)
深圳
英文
215-217
2009-06-01（万方平台首次上网日期，不代表论文的发表时间）