Applying Gap Model of Service Quality to Investigate Perceived Differences in Home-delivery Service Quality - A Case of Home-delivery Station
| Autor: | HSU, I-JU, 徐憶如 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 With advances in technology and changing consumption pattern, nowadays everyone has a smartphone. They can shop everywhere, without restrictions of factors including time, space, location, and others, which not only speeds up growth in E-commerce but also leads to the rise of home- delivery industry. Therefore, some of national enterprises, one after another, enter home-delivery market. While competition becomes more intense, customers will have higher expectation on service quality of delivery companies. The ways to maintain current advantages and then provide with better delivery service is the reason why this research would like to explore service quality of delivery companies and perception discrepanciesservice quality between providers and customers. In terms of this research motivation, there are three purposes: realizing a company’s current circumstance of service quality; exploring the reason which causes company and customer to have differentperception of service quality; offering suggests on service improvement to home-delivery service providers who are participants in this study. Through the exploration of relative documents, the history of delivery development and its status quo was learned. The research subject was obtained fromsemi-structured interviews in qualitative research conducted on long-time delivery staffs and their contract customers. The audio filesare transcribed into text, which will be coded afterward.This research adopted PZB Service Quality Model,developed by three professors from Cambridge University, Parasuraman, Zeithaml and Berry, as an empirical method. Research result show the impact of service gaps respectively are: Gap 1 has 12 factors; Gap 2 has 12 factors; Gap 3 has 11 factors; Gap 4 has 7 factors; Gap5 has 12 factors. It is found that customers believe that the distribution efficiency, shipment preservation, advertising, customer service and equipment facilities of the home delivery company need to be improved, and the employees and supervisors also feel that the personnel attitude and the damaged parts of the shipment need to be improved. The study result can be taken as reference by delivery companies to improve their service quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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