An Empirical Assessment and Application of SERVQUAL in Mainland Chinese Express Industry

In the present study, the exploratory and confirmatory factor analyses were conducted to assess the SERVQUAL instrument dimensionality, reliability and validity, and apply the SERVQUAL instrument into Chinese Express Industry. We found that the adapted SERVQUAL instrument is also a valid and valuable tool to measure service quality. ldquoSecurityrdquo is an important additional dimension of service quality in Chinapsilas express industry. The dimensions of ldquoreliabilityrdquo and ldquoresponsivenessrdquo may need revision for the special nature of express industry. ldquoTimelinessrdquo may be the best interpretation of these two dimensions. And the study provides some useful insights and guidance for managers to measure and improve service quality.