Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/188587 
Year of Publication: 
2013
Citation: 
[Journal:] Journal of Industrial Engineering and Management (JIEM) [ISSN:] 2013-0953 [Volume:] 6 [Issue:] 4 [Publisher:] OmniaScience [Place:] Barcelona [Year:] 2013 [Pages:] 1223-1237
Publisher: 
OmniaScience, Barcelona
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.
Subjects: 
terminal delivery
service requirement
logistics service quality
delivery management
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc Logo
Document Type: 
Article

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