Service Quality of Express Terminal Logistics in Dongguan China Basis for Developing a New Model for Service Quality
DOI:
https://doi.org/10.54097/r97w6a69Keywords:
Expected service quality, Perceived service quality, Expected-perceived service quality gap, Tangibility, Reliability, Responsiveness, Assurance, And empathyAbstract
In this study, the questionnaire was used to analyze the three groups of respondents (home delivery, self-service pick up container and post office) in Dongguan China terminal logistics from five dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) in terms of their customer expectations of service quality and perceived service quality by quantitative analysis such as mean, ANOVA, and Pearson's correlation coefficient. Through the analysis, it was found that the three groups of respondents in Dongguan terminal logistics expected service quality and perceived service quality have no relationship, but there was a significant difference, among them, the gap in the Empathy dimension was the largest, followed by the Assurance dimension, the Reliability dimension, the Responsiveness dimension, and finally the Tangibility dimension has the smallest gap. The analysis of the results led to the proposal of the Dongguan terminal logistic service quality model, the larger the gap, the lower the customer satisfaction, and the greater the room for improvement. Finally, the conclusion dictated relevant suggestions, in order to achieve the purpose of improving service quality and enhance the core competitiveness of Dongguan terminal logistic enterprises.
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