基于SERVPERF模型的我国快递行业服务质量评价指标体系研究

摘要

Based on SERVPERF model and combined with the fruits of previous scholars,an express service quality evaluation system was eventually developed,including 22 indicators,by using explora-tory factor analysis and questionnaire. Then,these indicators were included respectively in five di-mensions,named as empathy,assurance,reliability,tangibility and green. Their names were not in strict accordance with the original model,but with the actual survey data analysis. Among them,em-pathy includes both empathy which was in original models and assurance. Assurance includes security and compensatory,which was founded by other scholars. Besides,the green was a new dimension. On this basis,it is founded that five dimensions’roles in improving express service quality are differ-ent by using the factor analysis. And from the most to the least are empathy,assurance,reliability, tangibility and green.%以绩效感知服务质量模型（ SERVPERF模型）为基础，并结合先前学者的研究，利用问卷调查和探索性因子分析设计出由22个指标构成的快递服务质量评价体系，并将它们分别归为移情性、保证性、可靠性、有形性和绿色性5个一级维度。5个维度的命名并不是严格按照原有模型，而是结合实际调查数据分析进行相应调整的结果。其中，移情性除包含原有模型的移情性外还包含保证性；而保证性被重新定义为包含安全性和补偿性的维度。此外，绿色性是一个新添维度。在此基础上，利用因子分析法为22个指标确定权重，得出5个一级维度对整体快递服务质量的影响是不同的，由大到小分别为：移情性、保证性、可靠性、绿色性和有形性。