Proceedings of the 2014 International Conference on Education Technology and Information System (ICETIS 2014)

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

Authors
Li Liu, Chan Liu
Corresponding Author
Li Liu
Available Online August 2014.
DOI
https://doi.org/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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
2014 2nd International Conference on Education Technology and Information System (ICETIS 2014)
Part of series
Advances in Intelligent Systems Research
Publication Date
August 2014
ISBN
978-94-62520-27-1
ISSN
1951-6851
DOI
https://doi.org/10.2991/icetis-14.2014.121How to use a DOI?
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  -