Service requirement for terminal delivery: an empirical study from the perspective of online shoppers
Visualitza/Obre
Estadístiques de LA Referencia / Recolecta
Inclou dades d'ús des de 2022
Cita com:
hdl:2099/14170
Tipus de documentArticle
Data publicació2013-12
EditorSchool of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)
Condicions d'accésAccés obert
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continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
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Reconeixement-NoComercial 3.0 Espanya
Abstract
To investigate customer’s service requirement for parcel delivery, combining with theoretical analysis and empirical test, a measuring model of customer service requirement was proposed for terminal delivery. Based on literature reviews, five potential dimensions with 27 items were initially discussed. Through exploratory factor analysis on samples collected from Taobao networks, four dimensions with 18 measurement items were finally confirmed including service attitude, service reliability, service standardization and service flexibility. By further confirmatory factor analysis, the fitness of this measuring model was proved to be acceptable. The research revealed that online shoppers paid attention to not only service result but also service process, so related suggestions were also proposed for express firms to promote their service management.
CitacióXu, Junjie; Jiang, Ling; Li, Yiliang. Service requirement for terminal delivery: an empirical study from the perspective of online shoppers. "Journal of Industrial Engineering and Management", Desembre 2013, vol. 6, núm. 4, p. 1223-1237.
Dipòsit legalB-28744-2008
ISSN2013-0953
Fitxers | Descripció | Mida | Format | Visualitza |
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Junjie Xu.pdf | 318,8Kb | Visualitza/Obre |