Evaluation of Logistics Service Quality of 24-hour Delivery for E-Commerce: A Case Study of Chunghwa Post
|關鍵字:||電子商務;24小時配送;物流服務品質;中華郵政公司;E-Commerce;24-hour Delivery;Logistics Service Quality;Chunghwa Post|
Postal industry has recently entered a phase of rapid transition. Mail volume declined sharply, and parcel service has become an important source of revenue. The fast-growing e-commerce market has been the driving force of this change. At the center of this market lies a huge demand for parcel delivery. Delivery within 24 hours is one form of service satisfying such a demand, and it has been a new standard for online shopping. In order to tap into this vibrant market and expand their market share, delivery operators must look beyond price competition. They must improve their logistics service quality (LSQ) to enhance their competitiveness. This paper collects data by questionnaire from 4 major online shopping platforms in Taiwan, then use the Analysis of Hierarchy Process (AHP) to find out the key criteria with which we can evaluate the LSQ for delivery within 24 hours. Finally, this study uses the Importance-Performance Analysis (IPA) to discuss the directions for improving LSQ for Chunghwa Post. Result shows that the top three criteria customers (online shopping platforms) use to determine LSQ are: “the ability to deliver on time”, “the ability to handle unusual delivery problems in time” and “the ability to keep parcels intact”. Chunghwa Post apparently excels in all of these areas. However, if we take customers’ satisfaction rate into consideration, other delivery operators outperform Chunghwa Post when it comes to “the ability to deliver on time” and “the ability to keep parcels intact.” This means that Chunghwa Post still needs to find ways to improve their performance in these two specific areas if they wish to expand their market share.
|Appears in Collections:||Thesis|