標題: The Basis for Service Quality of Home Delivery: Service Convenience
作者: Chen, Mu-Chen
Chang, Kuo-Chien
Hsu, Chia-Lin
Yang, I-Ching
運輸與物流管理系 註:原交通所+運管所
Department of Transportation and Logistics Management
關鍵字: Home delivery;Kano model;service quality;service convenience;customer satisfaction
公開日期: 2008
摘要: 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.
URI: http://hdl.handle.net/11536/1297
期刊: PROCEEDINGS OF THE SECOND INTERNATIONAL CONFERENCE ON OPERATIONS AND SUPPLY CHAIN MANAGEMENT
起始頁: 213
結束頁: 219
Appears in Collections:Conferences Paper