通过调查研究和探索性因子分析，发现中国快递服务质量主要包括过程质量、结果质量和企业形象三个维度。
By investigation and Exploratory Factor Analysis, it is found that the express service quality system comprises three dimensions named process quality, outcome quality and enterprise image.
目前国内外关于快递业服务质量问题的研究并不多见。
At present, there are neither more studies done on the express delivery service quality problem home or abroad, nor related study literatures.
如何有效的改善我国快递业服务质量就成为本文研究的出发点。
Therefore, how to improve the express delivery service quality of those Chinese enterprises is a focus of attention for this dissertation.
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