第
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An Evaluation of Courier Enterprises Service Quality
by Using CZIPA Approach
ZHUANG Delin
1
, LI Jing
1
& XIA Yin
2
(
1. School of Economics
,
Hefei University of Technology
,
Hefei
,
Anhui 230601
,
China
;
2. School of International Business Administration
,
Shanghai University of Finance and Economics
,
Shanghai 200433
,
China
)
Abstract
: 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鄄di鄄
mensional model including reliability, assurance, convenience, safety, tangibles and recovery. It applies a revised importance鄄
performance analysis approach which integrates the concept of gap analysis and competitive zone of tolerance to evaluate the serv鄄
ice quality of Chinese leading STO Express by benchmarking against competitors. The analysis reveals the order of priority for im鄄
provements for STO Express蒺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蒺 personal information" need to be improved
with a higher priority.
Key Words
: courier enterprises; service quality; gap analysis; competitive zone of tolerance; CZIPA( competitive ZOT
service quality based IPA)
(
本文责编
摇
邓
摇
艳
)
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