基于CZIPA法的快递企业服务质量评价研究

An Evaluation of Courier Enterprises Service Quality by Using CZIPA Approach

中文关键词:  快递企业  服务质量  差距分析  竞争性容忍区间  CZIPA

英文关键词:courier enterprises  service quality  gap analysis  competitive zone of tolerance  CZIPA(competitive ZOT service quality based IPA)

中文摘要:

      服务质量的优化改进是提高顾客满意度和提升快递企业核心竞争力的关键。文章以SERVQUAL模型为基础,借助内容分析法和专家访谈法,构建了由可靠性、保证性、便利性、有形性、安全性和补救性构成的快递服务质量6维模型和评价体系,并将融合了差距分析和竞争性容忍区间的CZIPA法引入到快递服务质量评价中,利用问卷调研数据,以竞争对手的顾客感知质量和服务重要性为参照,对申通快递进行了测评。研究发现,申通快递服务的安全性、便利性、保证性和补救性维度依次处于优先改进的前4位,可靠性和有形性维度无须优先改进；在25个属性指标中,有10个指标无须优先改进,而“服务人员不滥用顾客个人信息”等15个指标需要根据企业资源能力和发展战略依次优先改进。

英文摘要:

      Prioritizing improvements of quality attributes are very important for courier enterprises to make customer more satisfactory and enhance the core competence. Based on SERVQUAL model, this paper proposes a courier service quality six-dimensional model including reliability, assurance, convenience, safety, tangibles and recovery. It applies a revised importance-performance analysis approach which integrates the concept of gap analysis and competitive zone of tolerance to evaluate the service quality of Chinese leading STO Express by benchmarking against competitors. The analysis reveals the order of priority for improvements for STO Express's service quality dimensions is safety, convenience, assurance and recovery, while reliability and tangibles need little priority improvement.Furthermore, 10 out of the 25 service quality attributes are assigned a lower priority for improvements, while the other 15 attributes, such as"employees not abuse customers' personal information" need to be improved with a higher priority.