Due to the rapid development of e-commerce businesses, such as Internet shopping, TV shopping etc, customer demand on door-to-door delivery service has increased. In company with this increase, quality of door-to-door delivery service is being considered as a main factor determining the success or f...
Due to the rapid development of e-commerce businesses, such as Internet shopping, TV shopping etc, customer demand on door-to-door delivery service has increased. In company with this increase, quality of door-to-door delivery service is being considered as a main factor determining the success or failure of door-to-door delivery service business. Customers might change door-to-door delivery service company providing better customer service if a present company fail to satisfy customers. Like other service businesses, the importance of service encounter is being emphasized in door-to-door delivery service business. Because the quality of performance at service encounter affects customer satisfaction.The purpose of this study is to examine how door-to-door delivery men's service quality at service encounter affects customer satisfaction and find out whether customer satisfaction with door-to-door delivery men's service quality affects customer's reuse intention and customer's positive word of mouth intention. To achieve the purpose of this study, the advanced research and statistical data over door-to-door delivery service were examined. The empirical analysis has been conducted by total 299 questionnaires. SPSS 18.0 was used. The following is the summary of this study by the empirical analysis. First, the determinants of door-to-door delivery men's service quality that affect customer satisfaction are availability, responsiveness, reliability, completeness, professionalism of service. Second, by regression analysis, it was found that these five factors affects customer satisfaction. statistically speaking, all five factors are meaningful. Third, the customer satisfaction which resulted from good door-to-door delivery service encounter quality has an effect on customer's reuse intention and word of mouth intention. The results of this study suggest that courier delivery service company understand the importance of door-to-door delivery men's service quality at service encounter. By improving door-to-door delivery men's service quality at service encounter, courier delivery service companies will be able to increase profitability, strengthen the competitiveness, and enhance customer orientation.
Due to the rapid development of e-commerce businesses, such as Internet shopping, TV shopping etc, customer demand on door-to-door delivery service has increased. In company with this increase, quality of door-to-door delivery service is being considered as a main factor determining the success or failure of door-to-door delivery service business. Customers might change door-to-door delivery service company providing better customer service if a present company fail to satisfy customers. Like other service businesses, the importance of service encounter is being emphasized in door-to-door delivery service business. Because the quality of performance at service encounter affects customer satisfaction.The purpose of this study is to examine how door-to-door delivery men's service quality at service encounter affects customer satisfaction and find out whether customer satisfaction with door-to-door delivery men's service quality affects customer's reuse intention and customer's positive word of mouth intention. To achieve the purpose of this study, the advanced research and statistical data over door-to-door delivery service were examined. The empirical analysis has been conducted by total 299 questionnaires. SPSS 18.0 was used. The following is the summary of this study by the empirical analysis. First, the determinants of door-to-door delivery men's service quality that affect customer satisfaction are availability, responsiveness, reliability, completeness, professionalism of service. Second, by regression analysis, it was found that these five factors affects customer satisfaction. statistically speaking, all five factors are meaningful. Third, the customer satisfaction which resulted from good door-to-door delivery service encounter quality has an effect on customer's reuse intention and word of mouth intention. The results of this study suggest that courier delivery service company understand the importance of door-to-door delivery men's service quality at service encounter. By improving door-to-door delivery men's service quality at service encounter, courier delivery service companies will be able to increase profitability, strengthen the competitiveness, and enhance customer orientation.
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