Abstract
According to the significance of express service, which has an impact on the high quality development of China's express delivery industry, this paper based on the quality of express delivery service problems to analyze the affecting factors and try to find out the best solution. Firstly, Based on expatiating The Service Quality (SERVQUAL) and LSQ evaluation system, an index system with five dimensions and 14 indicators indexes is designed. Then fuzzy analytic hierarchy process (FAHP) is used to determine the weight of each index and establish an evaluation model that the service quality can be fuzzily evaluated. The results show that consumers are not satisfied with the quality of current express service. With this finding, some relevant countermeasures and suggestions are proposed to improve service quality and enhance the competitiveness of express companies.
Highlights
With the increasing popularity of the Internet, the convenient e-commerce model is gradually infiltrating people's lives and promoting the accelerated development of the express delivery industry
According to the data from the State Post Bureau, the total number of China's express delivery services reached 31.3 billion in 2016, an increase of 51.3% over the same period; the revenue from express delivery services was 397.4 billion dollars and have an increase of 43.5%; The number of express delivery services completed was 40.1 billion in 2017, an increase of 28.2% on the same time, the express delivery service revenue was 495.71 billion dollars, an increase of 24.7%; In 2018, the total number of express delivery services will reach 49 billion, an increase of 22.2% year-on-year, the income from express delivery services will be 595 billion dollars and performance increase of 20.2%
Zheng Jianing [6] used the Likert five-point scale to quantify the subjective perception of customer service quality, Cheng gong University City Express in Kunming was used as an example to build a customer perceived index system
Summary
With the increasing popularity of the Internet, the convenient e-commerce model is gradually infiltrating people's lives and promoting the accelerated development of the express delivery industry. It can be seen that the high quality development of express delivery industry is of great significance to the promotion of high-quality economic growth in China. With the rapid development of express delivery industries, it has exposed some problems. Finding out the key points will play an essential role in promoting the high quality of express delivery. The article uses SERVQUAL Model and LSQ evaluation system to analyze the quality of express delivery services, as well as conduct factor analysis. Fuzzy comprehensive evaluation on the questionnaire survey data to identify key points that affect the quality of express delivery services. International Journal of Transportation Engineering and Technology 2018; 4(1): 20-23
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