Management responsibilities, service quality and customer satisfaction: Inputs to business performance improvement framework

Abstract

The purposed of this study is to determine the impact of management responsibility on service quality and the impact to customer satisfaction. Specifically, to Determine the management responsibilities in terms of customer, compliance and environmental; Assessed service quality in terms of Physical facilities, reliability of service providers and responsiveness of subjective feeling, customer perceived value and customer participation; determine relationship between management responsibility, service quality and customer satisfaction and developed a business performance improvement framework. The research adopts normative analysis and empirical analysis to lay the theoretical basis and research framework of literature analysis.The questionnaire survey was distributed to customers with delivery experience. The research instrument is a self-compiled questionnaire and measured using a Likert 4 scale through Questionnaire Star platform. The data statistics were carried out through SPSS software. The respondents agreed on the management responsibilities in terms of customer, compliance and environmental. There is a high positive significant correlation between the management of responsibilities, service quality, and customer satisfaction. Business performance improvement framework was developed. This study recommended that the delivery platform may strengthen distribution management norms and improve service soft power, which is the focus of Meituan delivery to improve service quality. In addition, the delivery platform may track consumer evaluation and supervise the authenticity of food information provided by merchants. The researcher able to propose framework for business performance improvement.