81004323

open access

Version of Record

Analysis of Service Quality in Home Delivery Company : An Empirical Study in Taiwan

English (英語)

Journal of maritime researches

2(1)

59-67

神戸大学大学院海事科学研究科附属国際海事研究センター

2012-03

2012-12-06

The aim of this research focus on home delivery industry, applies quality function deployment (QFD) to systematically find out the service operation in terms of quality and technical aspects. We explore shipper’s needs and analyze them by referring the literature and research. The five items are obtained: speed and reliability, freight, safety, personnel, service and convenience. Based on these items and by using QFD, shipper’s needs on service quality will be transformed into technical requirements. Finally, the house of quality (HOQ) is used to construct the priority of executing feasible alternatives for improving the service of home delivery industry in Taiwan. The results of the research reveal that the following six items of service quality are urgently to be improved: employee’s education, construction of overall transportation network, cultivation of related caliber, applying advanced IT, differentiated service.

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