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Title: |
The Evaluation for Express Enterprises Service Quality Based on Gray Correlation Analysis |
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Source: |
International Conference on Engineering and Business Management 2012(Part 2 Enterprise Operation and Management（2）)
(pp 1054-1057)
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Author(s): |
Qi Suo, School of Economics and Management, Qingdao University of Science and Technology, Qingdao, China, 266061 |
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Abstract: |
Based on the SERVQAL model of five dimensions, and according to the special nature of express, a 18-item service quality evaluation system for express is developed. Moreover, a gray correlation analysis method is constructed and the service quality of three express enterprises are evaluated and compared based on the investigation data. As a result, the conclusion and suggestions are proposed.
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