택배 산업에서의 물류 서비스 품질 측정

• 영문명: Measuring Logistics Quality in Parcel Delivery Service
• 발행기관: 한국산업경영시스템학회
• 저자명: 최성운 백봉기
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2003년 추계학술대회 논문집, 340~345쪽, 전체 6쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2003.10.01

영문 초록

  Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality(Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

목차

Abstract
1. 서론
2. 택배 물류서비스 품질 측정 모형
3. 실증연구
4. 결론
5. 참고문헌

키워드

Parcel delivery Logistics service quality Five features