A Study of Courier Service Quality Improvement Based on a Two-Stage QFD

Yu, Baoqin; Zhang, Shuo; Wu, Shuping; Xie, Jun

doi:10.1007/978-3-642-32054-5_123

Cited by 5 publications

(8 citation statements)

References 3 publications

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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%

“…In condition of rising popularity of online shopping, courier service is an crucial element effecting e-customers satisfaction and future intentions, but also e-retailers success (Jun, Yang and Kim, 2004;Kawa, Pieranski and Zdrenka, 2018;Liu et al, 2008;Micu, Aivaz and Capatina, 2013;Valaei, Rezaei and Shahijan, 2016;Yu et al, 2012). E-shoppers appreciate convenience of delivery, so they expect services that will suit their needs.…”

Section: Introductionmentioning

confidence: 99%

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Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

Gulc

2020

QIP Journal

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Purpose: In recent years, the increasing popularity of e-commerce has become a driving force behind the development of courier service both in Poland and worldwide. In order to face growing competition on courier market and meet clients’ expectations, one of the crucial strategic goal of courier operators is to provide high quality service. The aim of the article is to identify and classify the key factors which determine the perception of courier service quality by customers shopping online.Methodology/Approach: The first part of paper is focused on the literature review concerning the determinants of courier service quality from customers’ perspective. Next, a survey method was used to collect data among customers using courier service while shopping online in Poland. Finally, the exploratory factor analysis was used to indicate the key dimensions and factors effecting the courier service quality perceived by customers.Findings: The article presents the complex review of literature concerning determinants of courier service and the original scale, which can be used to measure courier service quality. The results of author’s empirical research indicated that, the key dimensions effecting courier service quality from the customers point of view were: Reliability, Visual Identification, Service Complexity, Relational Capital, Social Responsibility, Responsiveness, Technical Quality.Research Limitation/implication: As the reseach aim was to develop the scale of courier service quality, in future research the CFA method (Confirmatory Factor Analysis) should be used to verify the scale. The main limitation of this research concerned a perspective of one stakeholder participating in the process of courier service – e-clients. The further research would be focused on identification of determinants of courier service quality in opinion of online shops and courier companies and development of models resenting the relations between them.Originality/Value of paper: This paper presents the original research that provides new knowledge about determinants of courier service quality in e-commerce. The literature analysis has shown that the previous research were often fragmentary and situational, but also did not take into account the specificity of e-commerce branch.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

Gulc

2020

QIP Journal

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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%

Courier service quality from the clients’ perspective

Gulc

2017

Engineering Management in Production and Services

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A B S T R A C TThe aim of the study is a critical analysis of literature concerning the evaluation of courier service quality and verification if client expectations towards courier service quality change in time considering the perspective of future 5-10 years. Research methods include the theoretical analysis of scientific literature, CAWI survey and statistical analysis of obtained data. The literature overview has shown the lack of clearly defined evaluation constructs of courier service quality together with the criteria and weight, one universal commonly used measuring scale for evaluation of the service quality, diversification of methods and measurement tools for the various groups of stakeholders of courier service. Moreover, it can be concluded that the research concerning the courier service quality has not considered the problem of aging of quality indicators. Research results by the author have proved that the expectations of clients using courier service change in time, some of them are exposed to the aging process (price) while others become more important (for example tele-technologies, modern packaging, and technical facilities). Moreover, the survey results have shown that the customer opinions can be the source of interesting and innovative ideas for the development of courier service in future. The analysis of domestic and foreign literature allowed presenting the academia with an output concerning the evaluation of quality in the field of courier service. As a result, the theoretical and methodological gaps were revealed to expose potential fields for further research. The research results concerning different methods of service quality evaluation can be useful mainly for managers in courier enterprises. Moreover, the knowledge about changing expectations of clients allows adjusting courier proposals to customer needs to gain a competitive advantage in the global market. K E Y W O R D S courier service quality, criteria, evaluation

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Models and Methods of Measuring the Quality of Logistic Service

Gulc

2017

Procedia Engineering

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A Study of Courier Service Quality Improvement Based on a Two-Stage QFD

Cited by 5 publications

References 3 publications

Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

Courier service quality from the clients’ perspective

Models and Methods of Measuring the Quality of Logistic Service

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