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The purpose of this study is to explore shipper’s perception and demand for the service quality of international express via Fuzzy Quality Function Deployment (FQFD) for the international express industry to improve quality of service. First, through collect and analyze sample data by questionnaire to investigate the importance and satisfaction level of service quality for international express delivery service. Then apply Structural Equation Modeling (SEM) to identify the influence of service quality on customer satisfaction and loyalty. The result shows that service quality has positive significant impact on customer satisfaction. Meanwhile, service quality is also positive significant impact on customer loyalty via the mediator effect of customer satisfaction. Moreover, according to the characteristics of international express service, this study builds techniques dimensions of the service quality of international express by combing both internal techniques of service quality and the external necessities of customer service.After that,use House Of Quality (HOQ) to construct the priority of executing technical requirements for enhancing the service quality of international express service. Finally, adopt AHP weighted and add it into HOQ to solve and decide the order of priority.The main result of this study reveal that the following five items of service quality need to be preferential improved in the order of “set up coordination window for exceptional shipment”, “improving DC operation process”, “increase frequency of staff on job training”, “enhance KPI of business target” and “flexable meet customer’s special needs”. The process and result of this study may provide valuable information for the international express industry as reference in improving the service quality, formulating shipper-oriented policies of business and management, and enhance the market competitiveness of the international express industry.
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