Modern Logistics Service Quality Evaluation Index Selection and Empirical Research
SERVQUAL, a basic framework adopted wildly in evaluating service quality, was applied in the modern logistics with 32 theory indexes. In order to select the appropriate indexes, an empirical study was conducted by subject degree analysis and importance analysis with questionnaires by experts from logistics industry. An evaluation system consisted of 13 indexes from four dimensions, delivering reliability, service efficiency, equipment assurance and customer empathy, was constructed consequently. An empirical evaluation result of the typical logistics enterprises in Hunan Province proved its feasibility.
Yi-Min Deng, Aibing Yu, Weihua Li and Di Zheng
Z. Yang "Modern Logistics Service Quality Evaluation Index Selection and Empirical Research", Applied Mechanics and Materials, Vols. 37-38, pp. 688-692, 2010