Exploring Improvement Strategies of Home Delivery Service Quality via An Application of IPGA Model

• Main Authors: Wei,Lan-Ying, 魏蘭英
• Other Authors: Lin,Su-Ping
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/81517087657252692469

碩士 === 中華大學 === 科技管理學系碩士在職專班 === 100 === Humans have to speed up their life step to catch on the present technology progress and development, shopping ways by on-line, television and mass order are more and more popular, and it also promote the delivery industry growing so fast in Taiwan. Taiwan’s delivery industry has been developing rapidly in recent years, and it is much competitive environment for home delivery market. Therefore, the target of home delivery industry is looking for itself niche such as service quality enhancement and various management policies to stay competitive and keep running businesses. The main research goal is to consider two kinds of categories which includes delivery service within specific channel and website service, re-build a ponder able table of service quality for delivery industry to clarify main key point of service items and recognize improved service items which are not suitable for consumer’s requirements, and provide an improvement solutions to enhance consumer’s satisfaction and faithfulness in limited resource. This research are composed of questionnaire investigation and data collection, Clarify main items which need to be improved by IPGA integration method, and expand improvement proposal of home delivery service. Consumers believe the most important channel and website services are 「assurance」、「privacy」 and found out the main delivery qualities which need to be improved by the analysis of IPGA model are website quality’s「privcy」, specific channel quality’s 「assurance」and「Responsiveness」and website quality’s「Responsiveness」according to research result, Finally, will base on 4 main improvement items to provide manager an efficient improvement solutions and suggestions.