英文摘要 |
In recent years, with the increasing growth of home-delivery service market, there are a lot of studies regarding the service quality and customer satisfaction of home-delivery service. However, only few studies focus on the integral analysis by combining survey data of service providers, specialists, and customers. This study investigates the related factors that influence the adoption of home-delivery service, and applies the analysis network process (ANP) and importance-performance analysis (IPA) to analyze the service quality and customer satisfaction of home-delivery service providers in Taiwan market. Five home-delivery service providers, including Takkyubin, Taiwan Pelican Express, HCT Transportation, T-JOIN Transportation, and Chunghwa Post, are investigated and compared. Twelve specialist questionnaires are collected to establish main factors of service quality and evaluation criteria for competitiveness, and ANP is applied to obtain the relative weights of the main factors and evaluation criteria. Customer questionnaires are then collected from the customers and IPA is conduced to analyze the importance and satisfaction degree of service evaluation criteria regarding the five home-delivery service providers. The results show that the criteria have higher weights are not necessary to have higher degree of customer satisfaction. The criterion of “safety” gains much attention from the specialists, but the customers pay attention to most in the criterion of “compensation”. Moreover, Takkyubin is found to be the best among the home-delivery service providers. The results can be used by home-delivery service providers to review and improve their service quality. |