An Empirical Study on Chinese Express Industry with SERVQUAL. Zhuo, Jun Shin, Geon-Cheol Xue, Ricky Miao, Sheng Tao Lee, Min-Jung Hu, Xiaoling . Introduction. Literature review. Abstract. Limitation and future research. Research methodology. Research result and analysis.
An Empirical Study on Chinese Express Industry with SERVQUAL
Miao, Sheng Tao
Limitation and future research
Research result and analysis
Key words: Express industry, Service quality, PZB, SERVQUAL
Development of service quality concept
PZB’s Gap model
The PZB model provided a framework for service quality study.
Christian Cronroos’ service quality model
First time introduced the model of “customer perceived service quality” in a systematic way which signaled a very important milestone in service quality definition and service management science.
Dimensions and measurement of perceived service quality (SERVQUAL)
Perceived quality vs. expectation of service
Perceived quality and customer retention
Conclusion of literature review
It’s supported that the gap model to assess the discrepancy of customers’ expectation and actual perception of service has been well established. PZB’s SERVQUAL instrument is still a reliable and valid tool to assess a firm’s service quality and to identify quality dimensions.
The steps to the research
Research design and the survey instrument
Sampling and data collection method
Tab.4.1KMO and Bartlett’s test
Reliability is the consistency of a measure.
This includes 2 elements, external reliability and internal reliability.
The scale has good to excellent reliability.
Therefore, the instrument could be regarded as high internal consistent.
4.3.1 Content validity
Reliability (Overall Cronbach alpha=.856)
Responsiveness (Overall Cronbach alpha=.829)
Assurance (Overall Cronbach alpha=.904)
Empathy (Overall Cronbach alpha=.902)
All in all, it could suggest the construct validity of the adapted SERQUAL was adequate.
Tab. 4.6 Correlations between overall score and OSQ Correlations
Tab.5.1Mean of importance
First invest to improve their reliability , then assurance and responsiveness, lastly empathy and tangibility.
Tab.5.2 Correlation between overall score, OSQ and retention
The sample population
Service quality varies
from time to time
The customer future intention
Segmentation by various
Chinese version instrument
According to different level
of SERVQUAL scores
And so on……