Title :
Performance-only measurement of service quality: An empirical study in Chinese express industry
Author :
Jun, Zhuo ; Shengtao, Miao
Author_Institution :
Sch. of Manage., Zhejiang Univ., Hangzhou, China
Abstract :
The role of service quality has become critical to the success of Chinese express industry. Therefore, it is important to use a reliable instrument to measure its service quality. In the study, the exploratory and confirmatory factor analyses were conducted to assess the SERVPERF instrument dimensionality, reliability and validity, and apply the SERVPERF instrument into Chinese express industry. We found that the adapted SERVPERF instrument is also a valid and valuable tool to measure service quality though it doesn´t perform better than SERVQUAL as described by Cronin and Taylor. ldquoSecurityrdquo and ldquotimelinessrdquo are important additional dimensions of service quality for the special nature of China´s express industry. And the study provides some useful insights and guidance for managers to measure and improve service quality.
Keywords :
customer services; goods distribution; statistical analysis; Chinese express industry; SERVPERF instrument dimensionality; SERVPERF instrument reliability; SERVPERF instrument validity; confirmatory factor analysis; exploratory factor analysis; performance-only measurement; service quality; Equations; Feedback; Financial management; Instruments; Marketing and sales; Performance evaluation; Profitability; Project management; Quality management; Security; Chinese Express Industry; SERVPERF; Service Quality; Structural Equation Modeling;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174996
