The service quality of community courier collection points (Cainiao Courier Station)

au.link.externalLink [Full Text] (http://www.assumptionjournal.au.edu/index.php/odijournal/article/view/6106/3559)
dc.contributor.author Zhu, Yike
dc.contributor.author Fernando, Maria Socorro C.L.
dc.date.accessioned 2022-12-06T02:36:17Z
dc.date.available 2022-12-06T02:36:17Z
dc.date.issued 2022
dc.description.abstract The main objective of this study is to examine the factors that influence the service quality of CaiNiao Courier Station. The independent variable are tangibility, reliability, responsiveness, empathy and assurance and the dependent variable is customer satisfaction, Strategies are designed based on the results aspects to improve the service quality of CaiNiao Courier Station. This study used mixed method using qualitative and quantitative research. Interviews were conducted with three employees from CaiNiao Courier Station and questionnaires were administered to 228 residents using the courier service in the surrounding area. The data collected was collated and analyzed through content analysis for qualitative data obtained from interviews and multiple linear regression for quantitative data obtained from survey questionnaires. The results obtained through data analysis suggest that the company needs to enhance staff training and upgrade the physical environment to increase customer satisfaction.
dc.format.extent 18 pages
dc.format.mimetype application/pdf
dc.identifier.citation ABAC ODI Journal : Vision. Action. Outcome. 10, 1 (October 22-March 23), 235-250
dc.identifier.doi https://doi.org/10.14456/abacodijournal.2022.27
dc.identifier.uri https://repository.au.edu/handle/6623004553/25542
dc.language.iso eng
dc.publisher Bangkok : Assumption University
dc.rights This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
dc.rights.holder Assumption University
dc.subject Tangibility
dc.subject Reliability
dc.subject Responsiveness
dc.subject Empathy
dc.subject Assurance
dc.subject Customer's satisfaction
dc.subject Service quality
dc.subject.other ABAC ODI Journal : -- Vision. Action. Outcome
dc.subject.other ABAC ODI Journal : -- Vision. Action. Outcome. -- 2022
dc.title The service quality of community courier collection points (Cainiao Courier Station)
dc.type Text
mods.genre Journal Article
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