Performance-only measurement of service quality: An empirical study in Chinese express industry

Abstract

The role of service quality has become critical to the success of Chinese express industry. Therefore, it is important to use a reliable instrument to measure its service quality. In the study, the exploratory and confirmatory factor analyses were conducted to assess the SERVPERF instrument dimensionality, reliability and validity, and apply the SERVPERF instrument into Chinese Express Industry. We found that the adapted SERVPERF instrument is also a valid and valuable tool to measure service quality though it doesn't perform better than SERVQUAL as described by Cronin and Taylor. “Security” and “Timeliness” are important additional dimensions of service quality for the special nature of China's express industry. And the study provides some useful insights and guidance for managers to measure and improve service quality.