Scaling Service Quality of Five Distribution Firms Serving E-commerce from Services Science, Management and Engineering

In this study, we outline business characteristics of a distribution company in the context of E-commerce spreading far and wide as well as its operation forms. Firstly, we set an indicator framework for a measurement of distribution service quality from services science, management and engineering. Then, we score five distribution firms, which engage in B-C business, through the AHP method. In this way, we concludes that among all dimensions of assessing distribution service quality for E-commerce, distribution service is the most important and information service is fairly important. Moreover, we also finds that all sampling firms have achieved superior performance in both customer and order processing services but three companies need to put a larger quantity of efforts into information service for enhancing performance of logistics distribution for E-commerce. The paper concludes with pointing out limitations and a future research direction.

並列關鍵字

Engineering ； physical distribution ； service quality ； services science

國際替代計量

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