Parcel Delivery Service Quality Assessment

Abstract

The parcel delivery industry has been struggling both structurally and operationally with the increase in internet shopping the development of technology and changing consumer needs. In order to ensure the satisfaction of both commercial and individual customers and to gain profit by maintaining their competitive position companies operating in the parcel delivery industry have to evaluate the current status of their services and identify the areas that need improvement. In this study it is aimed to evaluate the current industry position by measuring service quality levels of each parcel delivery company operating in Turkey and determine the parcel service quality attributes that are needed to be improved. SERVQUAL method was used in order to evaluate the current service quality levels. After a KANO model was developed to identify the service quality attributes that are needed to be improved. © 2020 Elsevier B.V. All rights reserved.