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Service requirement for terminal delivery: an empirical study from the perspective of online shoppers

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Xu, Junjie
Jiang, Ling
Li, Yiliang
Document typeArticle
Defense date2013-12
PublisherSchool of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)
Rights accessOpen Access
Attribution-NonCommercial 3.0 Spain
Except where otherwise noted, content on this work is licensed under a Creative Commons license : Attribution-NonCommercial 3.0 Spain
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.
CitationXu, 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. 
URIhttp://hdl.handle.net/2099/14170
DLB-28744-2008
ISSN2013-0953
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