Liss 2012 2012
DOI: 10.1007/978-3-642-32054-5_123
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A Study of Courier Service Quality Improvement Based on a Two-Stage QFD

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Cited by 5 publications
(8 citation statements)
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“…Most of analysed research were based on SERVQUAL method in order to assess the service quality dimensions (tangibility, reliability, assurance, responsiveness and empathy) (Frąś, 2014;Yee and Daud, 2011;Tabassum and Badiuddin, 2014;Yu et al, 2012). Yee and Daud (2011) examined the influence of dimensions of service quality on customers' satisfaction of parcel delivery.…”
Section: Literature Reviewmentioning
confidence: 99%
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“…Most of analysed research were based on SERVQUAL method in order to assess the service quality dimensions (tangibility, reliability, assurance, responsiveness and empathy) (Frąś, 2014;Yee and Daud, 2011;Tabassum and Badiuddin, 2014;Yu et al, 2012). Yee and Daud (2011) examined the influence of dimensions of service quality on customers' satisfaction of parcel delivery.…”
Section: Literature Reviewmentioning
confidence: 99%
“…The highest gap was observed in case of reliability and responsiveness, so these issues should be strengthen by courier operators. The original theoretical approach presented Yu et al (2012), who deliberated the method of courier quality service improvement called Two-Stage Quality Functional Deployment in order to transform express service demand into the express service resources. This research was focused on eliminating internal factors, which adversely affected service quality within the enterprise, but it did not verify their influence on service quality perceived by clients.…”
Section: Literature Reviewmentioning
confidence: 99%
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“…The authors outline that this method in not only available to analyse the whole express industry but also can be adopted by the whole service sector. Although, first and second stage of the QFD research can effectively reduce and even eliminate the negatively influencing factors in service of internal enterprise, namely the gap 1-4 in the PZB model, it does not verify the fifth gap measuring the difference between the perceived and experienced service quality (Zhang et al, 2012).…”
Section: Literature Reviewmentioning
confidence: 95%
“…Moreover, some studies focus on one group of respondents for example institutional clients (Rutkowski et al, 2011;Dmowski et al, 2013) or individual ones (Ho et al, 2012), while others compare both individual and institutional client evaluation (Dyczkowska, 2005). Moreover, in some cases, the research sample is not specified, or authors do not pay attention to characterizing the research sample (Frąś, 2014;Zhang et al, 2012;Liu & Liu, 2014). As far as assessment methods of service quality are concerned, some researchers use the full version of the SERV-QUAL method assessing the perceived and expected quality (Frąś, 2014;Zhang et al, 2012) while others examine only expectations of clients or experienced service quality (Dyczkowska, 2005;Dmowski et al, 2013;Rutkowski et al, 2011;Ho et al, 2012;Ratajczak & Lorenc, 2015).…”
Section: Literature Reviewmentioning
confidence: 99%