Effect of Service Encounter Factors on Customer Satisfaction, Re-use Intention, and Word-of-mouth Effect: Focused on Small Parcel Delivery Man’s Performance

• 발행기관: 한국자료분석학회
• 저자명: Seong Gu Lee Sang Young Moon Jae Hee Choi
• 간행물 정보: 『Journal of The Korean Data Analysis Society (JKDAS)』Vol.16 No.3, 1227~1240쪽, 전체 14쪽
• 주제분류: 자연과학 > 통계학
• 파일형태: PDF
• 발행일자: 2014.06.30

영문 초록

Small parcel service which is one of the fastest growing industries in Korea is closely related to growth in ICT and online retail sales. Growth in small parcel service has changed consumers’ behavior even retail structure in Korea. Since online retail sales increase importance of delivery man of small parcel service has also been increased because the delivery man is only service encounter through small parcel service from purchasing to consuming. Like other service businesses, the importance of service encounter is being emphasized in small parcel service business. However, customers cannot distinguish good or bad small parcel service company only with speed and visibility because speed and visibility are factors which most small parcel service company in Korea can serve to customers. This is mainly because the quality of performance at service encounter affects customer satisfaction rather than speed and visibility which are already provided by most small parcel service company. Since five determinants of delivery men’s service quality affect customer satisfaction and the customer satisfaction also affect customer’s re-use intention and word-of-mouth effect, small parcel service companies will be able to increase profitability, strengthen the competitiveness, and enhance customer orientation by improving delivery men’s service quality as service encounter.

목차

1. Introduction

2. Literature Review

3. Research Methods

4. Results

5. Conclusions

References

키워드

Small Parcel Service Delivery Man Service Quality Customer Satisfaction