Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach

Abstract

With the rapid development of e-commerce and information technology, the express package volume in the Chinese market keeps an explosively increasing tendency. Terminal delivery plays a significant role on the business and reputation promotion of express brand. To identify the service quality of delivery service, an integrated SERVUQAL-AHP-TOPSIS approach is developed to evaluate the quality of service (QoS) of the city express industry. Firstly, the QoS criteria system is established through SERVQUAL-based dimensions. Secondly, the AHP method is employed to derive the relative weights of criteria. Then, the two stages are embedded into the TOPSIS steps to evaluate the service quality of the express alternative. An application case study is conducted following the detailed steps of the proposed integrated decision-making framework, and results demonstrate the effectiveness and validity of the proposed approach on the QoS of terminal delivery evaluation problem.