基于SERVPERF模型的我国快递行业服务质量评价指标体系研究

以绩效感知服务质量模型（ SERVPERF模型）为基础，并结合先前学者的研究，利用问卷调查和探索性因子分析设计出由22个指标构成的快递服务质量评价体系，并将它们分别归为移情性、保证性、可靠性、有形性和绿色性5个一级维度。5个维度的命名并不是严格按照原有模型，而是结合实际调查数据分析进行相应调整的结果。其中，移情性除包含原有模型的移情性外还包含保证性；而保证性被重新定义为包含安全性和补偿性的维度。此外，绿色性是一个新添维度。在此基础上，利用因子分析法为22个指标确定权重，得出5个一级维度对整体快递服务质量的影响是不同的，由大到小分别为：移情性、保证性、可靠性、绿色性和有形性。

SERVPERF-Model-Based Study on Quality Evaluation of Chinese Express Industry

Based on SERVPERF model and combined with the fruits of previous scholars,an express service quality evaluation system was eventually developed,including 22 indicators,by using explora-tory factor analysis and questionnaire. Then,these indicators were included respectively in five di-mensions,named as empathy,assurance,reliability,tangibility and green. Their names were not in strict accordance with the original model,but with the actual survey data analysis. Among them,em-pathy includes both empathy which was in original models and assurance. Assurance includes security and compensatory,which was founded by other scholars. Besides,the green was a new dimension. On this basis,it is founded that five dimensions’roles in improving express service quality are differ-ent by using the factor analysis. And from the most to the least are empathy,assurance,reliability, tangibility and green.