Performance-only Measurement of Service Quality: An Empirical Study in Chinese Ezpress Industry
The role of service quality has become critical to the success of Chinese express industry. Therefore, it is important to use a reliable instrument to measure its service quality. In the study, the exploratory and confirmatory factor analyses were conducted to assess the SERVPERF instrument dimensionality, reliability and validity, and apply the SERVPERF instrument into Chinese Express Industry. We found that the adapted SERVPERF instrument is also a valid and valuable tool to measure service quality though it doesnt perform better than SERVQUAL as described by Cronin and Taylor. “Security and “Timeliness are important additional dimensions of service quality for the special nature of Chinas express industry. And the study provides some useful insights and guidance for managers to measure and improve service quality.
Chinese Ezpress Industry Service Quality SERVPERF Structural Equation Modeling
Zhuo Jun Miao Shengtao
School of Management,Zhejiang University,Hangzhou,P.R.China,310058
国际会议
2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)
厦门
英文
831-836
2009-06-08（万方平台首次上网日期，不代表论文的发表时间）