SERVQUAL- Model- Based Fuzzy Evaluation of Express Service Quality
نویسندگان
چکیده
منابع مشابه
Assessment of Express Delivery Service Based on SERVQUAL Model
With the rapid development of electronic commerce, the public demand for express delivery is increasing, however, there are still lack of service quality and high service complaint ratein the process of rapid development. Based on the SERVQUAL model, this paper analyzes the current situation of the whole express service industry quality, From five aspects: tangibles, reliability, responsiveness...
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Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
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ژورنال
عنوان ژورنال: International Journal of Transportation Engineering and Technology
سال: 2018
ISSN: 2575-1743
DOI: 10.11648/j.ijtet.20180401.13