Determining the Service Quality of Parcel Delivery based on User Expectations

Abstract

Transportation and logistics industries have been increasingly and highly competitive. In order to gain profits and market shares, parcel delivery service companies need to enhance their strategic capability. The structure of parcel delivery service quality factors, given from customers, is of importance to policy makers for service improvement. Therefore, the purpose of this study was to study the appropriate factors of the parcel delivery service quality model. The survey was conducted among 418 parcel delivery service users in the Nakhon Ratchasima area. The exploratory factor analysis was adopted in this paper. The results showed that the service quality indicator can be categorized into 7 factors: place, process, participants, product, promotion, physical evidence, and price. The results of this study are useful for parcel delivery operators and policymakers to better understand several important perspectives related to parcel delivery service quality. In addition, this research can be used as a guideline for the improvement of parcel delivery service towards highly efficient service, sustainable business, and high long-term business performance.