Empirical Study of Express Logistics Service Quality –A Survey of Changdao County Express Sector
Li Liu, Chan Liu
Available Online August 2014.
- https://doi.org/10.2991/icetis-14.2014.121How to use a DOI?
- Express; Logistics service quality; SERVQUAL
- 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.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
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 - 2014 2nd 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 - https://doi.org/10.2991/icetis-14.2014.121 ID - Liu2014/08 ER -