CAJ | 학술논문

将SERVQUAL模型运用到网购环境下的快递服务业，设计出由25个指标组成的网购快递服务质量评价体系。通过问卷调查和因子分析，将快递服务质量归结为服务前质量、服务中质量、服务后质量和企业形象4个维度来评价。在此基础上，运用FAHP获得各指标权重，建立服务质量的评价模型并进行模糊评价，最后得知网购人群对快递服务的感知和期望差距较大，并针对每一维度找出改进网购快递服务质量的策略，提升快递企业竞争力。
장SERVQUAL모형운용도망구배경하적쾌체복무업，설계출유25개지표조성적망구쾌체복무질량평개체계。통과문권조사화인자분석，장쾌체복무질량귀결위복무전질량、복무중질량、복무후질량화기업형상4개유도래평개。재차기출상，운용FAHP획득각지표권중，건립복무질량적평개모형병진행모호평개，최후득지망구인군대쾌체복무적감지화기망차거교대，병침대매일유도조출개진망구쾌체복무질량적책략，제승쾌체기업경쟁력。
The quality of express delivery service has a significant impact on enhancing the competitiveness of express delivery companies. The Service Quality （SERVQUAL） model is applied to the evaluation of quality for express delivery services in the online shopping environment. To do so, an index system with 25 indexes is designed. Through questionnaires and factor analysis, the quality of express delivery service is evaluated in four dimensions： pre-service quality, in-service quality, after-service quality, and corporate image. With the index system, fuzzy analytic hierarchy process （FAHP） is used to determine the weight of each index to establish an evaluation model such that the service quality can be fuzzily evaluated. Result shows that there may be a large gap between people＇s perception and expectation on courier service quality. With this finding, suggestions are proposed to improve service quality for each dimension and enhance the competitiveness of express delivery companies.