快递业服务质量各维度对服务价值（客户价值、企业价值）都有显著的正向影响，其中可靠性、响应性、有形性影响比较显著，保证性和移情性影响显著。全面提高快递业服务质量，推动快递企业实现更快、更好发展，必须制定具体的快递质量标准，使快递企业服务人员准确把握服务规范，强化服务质量意识；配置相关物流设施设备与技术，提高作业效率，降低作业成本，有效提升顾客和企业价值；加强员工培训，提升快递从业人员的综合素质。%Based on the SERVQUAL model, the service quality of express is divided into tangible, reliability, responsiveness, assurance and empathy. Based on the participants of service activities, service value is divided into customer value and business value. Moreover, this paper explores the relationship among the five dimensions of service quality and customer value, business value through research and confirmatory factor analysis. The results show that the five dimensions of service quality have significant positive effect on customer value and business value, which reliability, responsiveness and tangible are more significant;assurance and empathy are relatively significant. Based on this, this paper gives a few suggestions on the future development of China’s express industry from the perspective of service quality. First, we should formulate related standard of the quality of express delivery industry to strengthen professionals’ consciousness of service quality;second, we should increase investment in related logistic facility and technology to increase operational efficiency, reduce the cost and effectively improve customer and business value; and third, we should strengthen employee training and improve the comprehensive quality of professionals.
展开▼
