基于 SERVQUAL和 LSQ模型的邮政EMS快递服务质量模糊评价研究

摘要

随着我国市场经济的发展, 服务质量越来越成为快递企业竞争的关键因素. 本文设计了由22个指标构成的网购环境下的快递服务质量评价体系, 将SERVQUAL和LSQ模型运用到网购的快递服务业, 通过调查问卷和因子分析从7个维度来评价快递服务质量, 通过建立适用于网购环境下的评价模型, 用模糊方法对EMS公司进行评价, 并根据评价结果对每一维度提出改善网购快递服务质量的路径, 以期提升邮政EMS快递业服务质量水平.%With the development of market economy in China, the quality of service is increasingly becoming the key factor for the competition of express enterprises.This paper designs the quality evaluation system composed of 22 indica-tors and the SERVQUAL and LSQ models are used to express service industry.By questionnaire survey and factor analy-sis, the paper evaluates quality of service delivery from the seven dimensions and through the establishment of evaluation model suitable for online environment, it puts forward path to improve the service quality of online shopping express ac-cording to the evaluation results of each dimension, in order to enhance Postal EMS Express delivery service quality lev-el.