Design of Service Quality Survey Questionnaire for DOSUN Supply Chain Management Co.,Ltd.Based on SERVQUAL Model
In order to evaluate the service quality of DOSUN Supply Chain Management Co.,Ltd.objectively,this paper designs a questionnaire based on SERVQUAL model and combining the service quality characteristics of logistics industry,which contains 5 dimensions and 23 indicators.After the questionnaire was designed,some customers of DOSUN Supply Chain Management Co.,Ltd.were selected to fill in the questionnaire,and the reliability and validity of the collected data were tested by SPSS software.Cronbach's α coefficient is 0.946 in reliability test,which shows that the reliability of the questionnaire was very good.In the validity test,the KMO test value is greater than 0.6 and the Bartlett test result is significant.Meanwhile,the common factor variance of each variable is greater than 0.7,and the variable can be well expressed by the common factor.The five factors(tangibility,reliability,responsiveness,assurance and empathy)are all significant at the level of measurement items,and the standard load coefficient is all greater than 0.7.It can be considered that there is sufficient variance explanation rate for each measurement item so that the corresponding variables can be displayed on the same factor.The mean value of Average Variance Extracted(AVE)is greater than 0.5,and the combined reliability CR values are all greater than 0.7.The extraction degree of the measurement indexes within the factors was excellent,and the standard estimation coefficients among the factors were all close to 1.The correlation among the factors was very strong.To sum up,the service quality questionnaire has good reliability and validity,which can effectively evaluate the company's service quality.
service qualitySERVQUAL modelsupply chainquestionnaire designreliability and validity testing
NETL
NSTL
万方数据
