IDEAS home Printed from https://ideas.repec.org/a/hin/jnlmpe/8883370.html
   My bibliography  Save this article

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

Author

Listed:
  • Panpan Ma
  • Ni Yao
  • Xuedong Yang

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.

Suggested Citation

  • Panpan Ma & Ni Yao & Xuedong Yang, 2021. "Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach," Mathematical Problems in Engineering, Hindawi, vol. 2021, pages 1-10, July.
    • Handle: RePEc:hin:jnlmpe:8883370
    DOI: 10.1155/2021/8883370
    as

    Download full text from publisher

    File URL: http://downloads.hindawi.com/journals/MPE/2021/8883370.pdf
    Download Restriction: no
    File URL: http://downloads.hindawi.com/journals/MPE/2021/8883370.xml
    Download Restriction: no
    File URL: https://libkey.io/10.1155/2021/8883370?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Çiğdem Sıcakyüz & Babek Erdebilli, 2023. "Is E-Trust a Driver of Sustainability? An Assessment of Turkish E-Commerce Sector with an Extended Intuitionistic Fuzzy ORESTE Approach," Sustainability, MDPI, vol. 15(13), pages 1-26, July.
    2. Çiğdem Sıcakyüz, 2023. "Analyzing Healthcare and Wellness Products’ Quality Embedded in Online Customer Reviews: Assessment with a Hybrid Fuzzy LMAW and Fermatean Fuzzy WASPAS Method," Sustainability, MDPI, vol. 15(4), pages 1-41, February.
    3. Fuli Zhou & Yijie Liu, 2022. "Blockchain-Enabled Cross-Border E-Commerce Supply Chain Management: A Bibliometric Systematic Review," Sustainability, MDPI, vol. 14(23), pages 1-23, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hin:jnlmpe:8883370. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mohamed Abdelhakeem (email available below). General contact details of provider: https://www.hindawi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.