Service requirement for terminal delivery: An empirical study from the perspective of online shoppers
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.
Author: Junjie Xu, Ling Jiang,
Yiliang Li
Journal code: jptindustrigg130095
