Exploring Logistics Services Quality in Home Delivery Industry: Do Service Providers and Customers Have Different Viewpoints?

宅配產業物流服務品質之探究：服務提供者與顧客有不同的觀點嗎？

許嘉霖(Chia-Lin Hsu) ； 林敬森(Chin-Sen Lin) ； 陳穆臻(Mu-Chen Chen)

《品質學報》 18卷5期 (2011/10) Pp. 439-454

摘要

本論文試圖研究與討論宅配產業之顧客期望的管理者知覺與顧客期望之間差異（缺口1）。本論文藉由文獻探討而假設：顧客期望的管理者知覺與社經變數之間有顯著關係；以及顧客期望的管理者知覺與顧客期望之間有顯著性差異。我們利用來自於105位宅配公司之管理者及一年內曾使用宅配服務之426位顧客所獲得資料以檢定這些假說。結果顯示顧客期望的管理者知覺與顧客期望之間（缺口1）有顯著性差異。然而，顧客期望的管理者知覺與社經變數之間沒有顯著性關係。本論文從宅配產業服務提供者及顧客之觀點，探究物流服務品質之狀況。

關鍵字

物流 ； 宅配 ； 服務品質 ； SERVQUAL

並列摘要

This paper attempts to investigate and discuss the discrepancy between executive perceptions of customers' expectations and customers' expectations (Gap 1) in the home delivery (HD) industry. This paper utilizes a review of the literature to postulates that: the significant relationships between executive perceptions of customers' expectations and the sociodemographic variables; and there are significant differences between executive perceptions of customers' expectations and customers' expectations. Theses hypotheses are tested in an empirical study with data from a survey among 105 management executives of HD companies and 426 customers who had used HD services within one year. From the results, we find the relationship between executive perceptions of customers' expectations and customers' expectations (Gap 1) presents a significant difference. Nonetheless, no evidence has been found to support the relationships between executive perceptions of customers' expectations and the sociodemographic variables. This paper explores the status of logistics service quality from the viewpoints of service providers and customers in the home delivery industry.

並列關鍵字

logistics ； home delivery ； service quality ； SERVQUAL

參考文獻

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