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dc.contributor.authorChen, Mu-Chenen_US
dc.contributor.authorChang, Kuo-Chienen_US
dc.contributor.authorHsu, Chia-Linen_US
dc.contributor.authorYang, I-Chingen_US
dc.date.accessioned2014-12-08T15:02:39Z-
dc.date.available2014-12-08T15:02:39Z-
dc.date.issued2008en_US
dc.identifier.urihttp://hdl.handle.net/11536/1297-
dc.description.abstractWith 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.en_US
dc.language.isoen_USen_US
dc.subjectHome deliveryen_US
dc.subjectKano modelen_US
dc.subjectservice qualityen_US
dc.subjectservice convenienceen_US
dc.subjectcustomer satisfactionen_US
dc.titleThe Basis for Service Quality of Home Delivery: Service Convenienceen_US
dc.typeArticleen_US
dc.identifier.journalPROCEEDINGS OF THE SECOND INTERNATIONAL CONFERENCE ON OPERATIONS AND SUPPLY CHAIN MANAGEMENTen_US
dc.citation.spage213en_US
dc.citation.epage219en_US
dc.contributor.department運輸與物流管理系 註:原交通所+運管所zh_TW
dc.contributor.departmentDepartment of Transportation and Logistics Managementen_US
dc.identifier.wosnumberWOS:000262624900031-
Appears in Collections:Conferences Paper