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택배 산업에서의 물류 서비스 품질 측정 Measuring Logistics Quality in Parcel Delivery Service

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  • URLhttp://db.koreascholar.com/Article/Detail/245136
대한안전경영과학회지
제5권 제4호 (2003.12)
pp.219-228
대한안전경영과학회 (Korea Safety Management & Science)
초록

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has been extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality (Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

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