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.

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has 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.

소매화원중 택배·탁송 유통 경험이 있는 대상자를 선정하여 설문조사한 결과 운송 배달 수단으로서의 택배 서비스가 차지하는 부분이 더욱 커질 것으로 나타났다. 현재 택배업체와 탁송 직원은 신속한 배송이 중요한 업무이지만, 화훼류와 같은 물품에 대해서는 특별한 취급 방법이 추가로 요구되는 것을 알 수 있었다. 따라서 현재 일반 택배업체는 구조적으로 화훼류 유통에 최적이지 않다는 것과, 택배회사의 직원 교육이나 택배 차량의 시설 개선보다는, 화훼류 전문 택배업체 지정의 필요성을 알 수 있었다.