摘要
目前，快递业已经成为现代生活必不可少的一部分。快递是一种服务，快
递欧亿·体育（中国）有限公司也具有服务欧亿·体育（中国）有限公司的特征，快递企业的服务质量与自身的发展息息相关。
人们生活水平提升的同时，也对快递服务提出了更高的要求，所以建立一个行
之有效的评价服务质量的模型，提升企业服务质量刻不容缓。
本文基于 SERVPERF模型，通过查阅欧亿·体育（中国）有限公司、梳理文献、问卷调查等方法，
初步构建针对 ST快递服务质量的评价体系，通过发放问卷 1：ST快递服务质
量影响因素调查（见附录 A）优化了该评价体系。优化后的体系内有 6个维度，
分别为有形性、可靠性、响应性、移情性、补救性、安全性，在 6个维度下又
设置有 22个指标。基于该评价体系，设计了 2个问卷，分别为问卷 2：ST快递
服务质量调查（见附录 B）与问卷 3：ST快递服务质量评价指标相对重要性调
查（见附录 C），发放问卷进行问卷调查，收集相关数据；然后运用 EXCEL软
件分析问卷 2得到的数据，对数据进行描述性统计分析，使用 SPSS 26软件，
检验其信度与效度；然后使用 EXCEL软件分析问卷 3得到的数据，使用层次
分析的方法，计算得出各评价指标的权重；最后，结合前面得到的各指标的评
价得分与权重，运用 IPA分析，划分出保持区、忽略区、关注区、改进区四个
区域。分析结果为对落在改进区的“快递信息更新准确及时”、“运输时间短”、
“快递到达后及时送货”、“保护相关信息安全及隐私”、“严格确认取件人的身
份”、“对快递进行消毒，快递包装干净卫生”，以及落在关注区的“快递完好
无损，不丢失”共 7项指标亟需进行改进，本文对这 7项指标提出了 7点针对
性的改进措施，分别是：加强信息建设、优化运输时效、提高配送效率、保护
信息安全、严格确认身份、重视防疫政策、保证快递完好。
本文系统地阐述和归纳总结了在服务、服务质量评价、快递等方面的理论，
形成较为完善的文献综述，具有一定的理论意义。同时，本文提供了一种思路
和方法，来对快递企业的服务质量进行评价，对其他快递企业构建属于自己的
服务质量评价体系有实践意义。
关键词：SERVPERF模型，ST快递，服务质量评价体系
III

Abstract
Nowadays, the express delivery industry has become an indispensable part of
modern life. Express delivery is a kind of service，the express industry also has the
characteristics of the service industry. Therefore， the service quality of express
delivery enterprises is closely related to their own development. With the
improvement of people's living standards, they also put forward higher requirements
for express delivery services, so it is urgent to establish an effective evaluation model
of service quality and improve the service quality of enterprises.
Based on the SERVPERF model, this paper preliminarily constructs an
evaluation system for ST express service quality through methods such as material
review, literature review, and questionnaire survey and optimized the evaluation
system by issuing questionnaire 1: Service quality influencing factors survey of ST
Express (see Appendix A).There are 6 dimensions in the optimized system, namely
tangibles, reliability, responsiveness, empathy, remedy and security, and 22 indicators
are set in the 6 dimensions. Based on the evaluation system, two questionnaires were
designed, namely, questionnaire 2: Service quality Survey of ST Express (see
Appendix B) and Questionnaire 3: Service quality evaluation index relative
importance survey of ST Express (see Appendix C). Questionnaires were distributed
and relevant data were collected. Then EXCEL software was used to analyze the data
obtained from questionnaire 2, and descriptive statistical analysis was conducted on
the data, SPSS 26 software was used to test its reliability and validity. Then EXCEL
software was used to analyze the data obtained from questionnaire 3, and Analytic
Hierarchy Process was used to calculate the weight of each evaluation index. Finally,
combined with the evaluation score and weight of each index obtained above, IPA
analysis was used to divide the four areas of maintaining area, ignoring area, attention
area and improvement area. There are 6 indexes fall on improvement area namely
“Express information updated accurately and timely” “Short transit time” “Deliver
IV

the goods in time after the express arrives” “Protect information security and privacy”
“Strictly confirm the identity of the consignee” “Disinfecting delivery and keep the
packaging clean” and 1 index “The delivery is in good condition and not lost” falls on
attention area. These 7 indexes need to be improved. This paper puts forward 7
targeted improvement measures for these 7 indicators, which are: strengthening
information construction, optimizing transportation timeliness, improving distribution
efficiency, protecting information security, confirming identity strictly, attaching
importance to epidemic prevention policies, and ensuring the integrity of express
delivery.
This paper systematically expounds and summarizes the theories of service,
service quality evaluation and express delivery, forming a relatively complete
literature review, which has a certain theoretical significance. At the same time, this
paper provides a way to evaluate the service quality of express delivery enterprises,
which has practical significance for other express delivery enterprises to build their
own service quality evaluation system.
Key words: SERVPERF model, ST Express, evaluation system of service quality
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