基于SERVQUAL和LSQ模型的物流企业服务质量评价研究

摘要

从技术质量和功能质量角度构建物流企业服务质量评价理论模型,确定可靠性、反应性、有形性、协作性和经济性五个维度,并设计出包含16个题项的量表,实证研究表明其有较好的信度和效度,是进行物流企业服务质量评价的有效工具.%From the angle of technical quality and function quality, the paper constructed an evaluation theory model of logistics enterprise service quality, and determined five dimensions; reliability, reactiveness, tangibility ,* coordination and economy, it designed 16 problems of the five dimensions. The empirical research shows that the scale has good reliability and validity, it' s the effective tool to service quality evaluation.