Kai-Chieh Hu, Kai-Chieh Chia, Mingying Lu and Ya-Lan Liang
The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service…
Abstract
Purpose
The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.
Design/methodology/approach
The study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.
Findings
The three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.
Originality/value
The study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.
Details
Keywords
Paul Tae-Woo Lee, Jasmine Siu Lee Lam, Cheng-Wei Lin, Kai-Chieh Hu and Inkyo Cheong
The purpose of this paper is to test the 5GP concept with measurement of the performance of Busan, Hong Kong, Singapore and Shanghai ports, employing a hybrid method of consistent…
Abstract
Purpose
The purpose of this paper is to test the 5GP concept with measurement of the performance of Busan, Hong Kong, Singapore and Shanghai ports, employing a hybrid method of consistent fuzzy preference relation (CFPR), VIsekriterijumska Optimizacija i KOmpromisno Resenje (VIKOR) and PROMETHEE.
Design/methodology/approach
The authors developed the concept of the fifth generation ports (5GPs), and apply CFPR, VIKOR and preference ranking organization method for enrichment evaluations (PROMETHEE) to evaluate the 5GPs.
Findings
The performance of the ports of Hong Kong and Singapore is close to meet the definition of 5GP criteria. On the contrary, ports of Busan and Shanghai are still behind the 5GP stage in light of the majority of the evaluation criteria’s performance.
Research limitations/implications
This paper studies four ports. More empirical tests are needed to verify the applicability of the 5GP concept toward other ports.
Practical implications
The findings provided port managers with the insight of how to improve their port to meet the criteria of 5GP.
Social implications
New criteria and higher expectations of existing requirements present challenges to port managers for a need to raise the bar of service standards and develop new competencies.
Originality/value
The authors developed the concept of the 5GPs. Newly developed 5GP contributes to expanding the concepts of first to fourth generation ports developed by UNCTAD.