Empirical Study of Express Logistics Service Quality -A Survey of Changdao County Express Sector

This study investigates the express logistics service quality in Changdao County by scales developed according to SERVQUAL and LSQ theoretical models. By exploratory factor analysis, the service quality scale yields five factors including reliability, protection, security, empathy and perception. Then, according to the differences between customers' expected and perceived values, this paper evaluates the express logistics service quality, and finds that customers place difference emphasis on the constructs, and the expected values are significantly different from the perceived ones. Finally, the implications of the research findings and suggestions are discussed.