The Basis for Service Quality of Home Delivery: Service Convenience

Abstract

With the increase of varying consumption habits as well new economic and technological developments, one thing is clear: the need for home delivery services. Though the issue of home delivery has gradually gained attention in recent years as a way to satisfy customers' needs and to acquire competitive advantage, little research. has focused on clarifying the relationship between service quality and customer satisfaction in the home delivery industry. By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction. The results confirm that customers' perception of home delivery service elements are classified into one-dimensional and must-be attributes by Kano model, while this study contributes to the creation of attractive elements that significantly affect the customer satisfaction and owning an enormous potential to further differentiate competitors. Finally, the managerial implications of these findings are explored.