Earticle

초록

영어

The rapid development of E-commerce has prompted increasing demand for express services. Improving service quality from the customers perception has become an important way for the private express enterprises to face the fierce market competition. This paper summarizes the customers perception service quality theory and the express enterprises’ service quality evaluation methods, and establishes an index system of private express enterprises’ service quality evaluation from the perspective of the customers perception. The SPSS software is used to detect the feasibility of the established evaluation index system. The information entropy theory is applied to calculate the index weight value, and the evaluation model of private express enterprises’ service quality is established by combining the entropy weight with the unascertained measure method. Finally, this paper carries out the empirical analysis based on the JY express enterprise’s service quality,and puts forward the relevant countermeasures and suggestions. The purpose of the paper is to provide a new scientific method for the service quality evaluation of the private express enterprises.

목차

Abstract
 1. Introduction
 2. Literature Review
 3. Establishing of Evaluation Index System for Customers Perception Service Quality
  3.1. Establishing of the Index System
  3.2. Verification of the Index System
 4. Service Quality Evaluation Model Based on Entropy Weight and Unascertained Measure
  4.1. Calculation of Single Index Unascertained Measure
  4.2. Weight Determination by the Entropy Theory
  4.3. Calculation of the Multi-indexes Synthetic Measure
  4.4. Judgment of the Evaluation Result
 5. Empirical Analysis
  5.1. Calculating of the Single Index Unascertained Measure
  5.2. Calculating of the Index Weight and Multi-Indexes Synthetic Measure
  5.3. Determining of the Membership Level and Confidence Degree
 6. Suggestions for the Express Enterprise to Enhance Service Quality
  6.1. Enhance Customer Perceived Service Quality Awareness
  6.2. Innovate Customer Perceived Service Quality Methods
  6.3. Improve Customer Perceived Service Quality Evaluation Indexes
  6.4. Establish the Customer Feedback Information by Network
 7. Conclusion
 References

키워드

저자

• Guo Caiyun [ School of Economics and Management, Hebei University of Technology, Tianjin,300401, P. R. China, School of Economics and Management, Hebei University of Engineering, Handan, 056038, P. R. China ]
• Liu Zhiqiang [ School of Economics and Management, Hebei University of Engineering, Handan, 056038, P. R. China ]
• Zhang Congyan [ School of Economics and Management, Hebei University of Engineering, Handan, 056038, P. R. China ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of u- and e- Service, Science and Technology

• 간기

  격월간

• pISSN

  2005-4246

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605