naa a22 4500 510760082 CHVBK 20180411083136.0 cr unu---uuuuu 180411e20130601xx s 000 0 eng 10.1007/s12525-013-0133-7 doi (NATIONALLICENCE)springer-10.1007/s12525-013-0133-7 An examination of the determinants of service quality in the Chinese express industry [Elektronische Daten] [Jun Zhuo, June Wei, Lai Liu, Kai Koong, Shengtao Miao] Service quality is extremely important in the Chinese express industry as it affects customer loyalty and satisfaction. The purpose of this study is to investigate the determinants that influence the quality of services provided by using mobile devices (mobile services quality) in the Chinese express industry. A survey was used to collect data from customers in China. Analysis of the collected data resulted in six determinants (M1 to M6). M1 addresses empathy, M5 tangibility, and M4 and M6 assurance. M2 covers responsiveness and assurance, and M3 reliability and responsiveness. The findings showed that the Chinese express industry should take these six determinants as a unified set when assessing mobile services quality which will guide businesses wishing to enhance their services. Neglect of any determinant will lead to a drop of quality, and in turn will be detrimental to the overall improvement of service quality in the Chinese express industry. Institute of Information Management, University of St. Gallen, 2013 Mobile service quality nationallicence Chinese express delivery industry nationallicence Factor analysis nationallicence Zhuo Jun School of Management, Zhejiang University, 388 Yuhangtang Road, 310058, Hangzhou, China aut Wei June College of Business, University of West Florida, 11000 University Parkway, 32514, Pensacola, FL, USA aut Liu Lai College of Business Administration, The University of Texas-Pan American, 1201 Drive West University, 78539, Edinburg, TX, USA aut Koong Kai College of Business Administration, The University of Texas-Pan American, 1201 Drive West University, 78539, Edinburg, TX, USA aut Miao Shengtao School of Management, Zhejiang University, 388 Yuhangtang Road, 310058, Hangzhou, China aut Electronic Markets Springer-Verlag 23/2(2013-06-01), 163-172 1019-6781 23:2<163 2013 23 12525 https://doi.org/10.1007/s12525-013-0133-7 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12525-013-0133-7 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Zhuo Jun School of Management, Zhejiang University, 388 Yuhangtang Road, 310058, Hangzhou, China aut NATIONALLICENCE 700 1- Wei June College of Business, University of West Florida, 11000 University Parkway, 32514, Pensacola, FL, USA aut NATIONALLICENCE 700 1- Liu Lai College of Business Administration, The University of Texas-Pan American, 1201 Drive West University, 78539, Edinburg, TX, USA aut NATIONALLICENCE 700 1- Koong Kai College of Business Administration, The University of Texas-Pan American, 1201 Drive West University, 78539, Edinburg, TX, USA aut NATIONALLICENCE 700 1- Miao Shengtao School of Management, Zhejiang University, 388 Yuhangtang Road, 310058, Hangzhou, China aut NATIONALLICENCE 773 0- Electronic Markets Springer-Verlag 23/2(2013-06-01), 163-172 1019-6781 23:2<163 2013 23 12525 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer