关于服务质量维移动快递应用设计研究.PDFVIP

包 装 工 程 第 38 卷 第 24 期 160 PACKAGING ENGINEERING 2017 年 12 月 基于服务质量维度的移动快递应用设计研究 肖珍，张凌浩，冯韵 （江南大学，无锡 214122 ） 摘要： 目的 探索提供良好服务质量的移动快递应用设计方法。方法 以服务质量维度理论为基础，结合 移动快递应用功能点分析，提出新型快递服务系统下移动快递应用的服务质量维度。依据移动快递应用 的服务维度，结合国内外案例，总结移动快递应用的设计要点。结论 移动快递应用作为服务类应用， 可从信息性、移情性、可靠性、保证性、响应性这5 个维度，提高移动快递应用的信息传递效能，强化 应用交互与视觉的品牌感知，同时满足用户的功能与情感需求，积极响应用户操作及问题反馈，为其提 供可预知且有效的功能服务。 关键词：服务质量维度；服务类应用；移动快递应用；设计方法 中图分类号：TB472 文献标识码：A 文章编号： 1001-3563(2017)24-0160-06 Mobile Courier Application Design Based on Service Quality Dimension XIAO Zhen , ZHANG Ling-hao, FENG Yun (Jiangnan University, Wuxi 214122, China) ABSTRACT: It aims to explore the mobile courier application for offering good service quality. Based on the theory of service quality dimension and combined with the analysis of mobile courier applications functionality points, it proposes the service quality dimension that a mobile courier application needs under the new-type courier system. According to the mobile courier applica-tions service dimension and in accordance with domestic and international cases ，it summarizes the key factors that a mobile courier application involves. Taking mobile courier application as service application, it can improve mobile courier applica-tions information transmission efficiency, enhance the applications interaction and es- tablish a brand image from the five dimensions of inform actively, empathy, reliability, brand and respon-siveness, while simultaneously meets users functional and emotional needs, responses users ac-tions actively and the questions timely with providing a predictable and effective service. KE