Courier service quality from the clients’ perspective

• Autorzy: Gulc A.

Identyfikatory

DOI

10.1515/jem-2017-0004

• Języki publikacji: EN

Abstrakty

EN

The aim of the study is a critical analysis of literature concerning the evaluation of courier service quality and verification if client expectations towards courier service quality change in time considering the perspective of future 5–10 years. Research methods include the theoretical analysis of scientific literature, CAWI survey and statistical analysis of obtained data. The literature overview has shown the lack of clearly defined evaluation constructs of courier service quality together with the criteria and weight, one universal commonly used measuring scale for evaluation of the service quality, diversification of methods and measurement tools for the various groups of stakeholders of courier service. Moreover, it can be concluded that the research concerning the courier service quality has not considered the problem of aging of quality indicators. Research results by the author have proved that the expectations of clients using courier service change in time, some of them are exposed to the aging process (price) while others become more important (for example tele-technologies, modern packaging, and technical facilities). Moreover, the survey results have shown that the customer opinions can be the source of interesting and innovative ideas for the development of courier service in future. The analysis of domestic and foreign literature allowed presenting the academia with an output concerning the evaluation of quality in the field of courier service. As a result, the theoretical and methodological gaps were revealed to expose potential fields for further research. The research results concerning different methods of service quality evaluation can be useful mainly for managers in courier enterprises. Moreover, the knowledge about changing expectations of clients allows adjusting courier proposals to customer needs to gain a competitive advantage in the global market.

Słowa kluczowe

EN

courier service quality; criteria; evaluation

PL

jakość usług kurierskich; kryteria; ocena

• Wydawca: Oficyna Wydawnicza Politechniki Białostockiej
• Czasopismo: Engineering Management in Production and Services
• Rocznik: 2017
• Tom: Vol. 9, no. 1
• Strony: 36--45
• Opis fizyczny: Bibliogr. 17 poz., rys., tab.

Twórcy

autor

Gulc A.

• Bialystok University of Technology, Faculty of Management, International Chinese and Central-Eastern European Institute of Logistics and Service Science, Poland

Bibliografia

• Anioł, S. (2015, September 4-10). Kluczem do sukcesu jest oferta zintegrowana [The key to success is to offer integrated]. Gazeta Finansowa, 56.
• Biznes raport: Koszty przesyłki przestały być najważniejsze, Rynek KEP w Polsce [Business report: shipping costs are no longer the most important thing, the KEP in Poland]. (2015, September 4-10). Gazeta Finansowa, 55.
• Dmowski, P., Śmiechowska, M., & Zelmańska, M. (2013). Jakość jako czynnik budujący przewagę konkurencyjną na rynku usług kurierskich [Quality as a factor in building a competitive advantage in the market for courier services]. Zeszyty Naukowe Uniwersytetu Szczecińskiego, 766, 167-179.
• Dyczkowska, J. (2011). Klient na rynku usług TSL. Zeszyty Naukowe Wydziału Nauk Ekonomicznych Politechniki Koszalińskiej, 15, 119-134.
• Frąś, J. (2014). Wybrane instrumenty pomiaru jakości usług logistycznych. Zeszyty Naukowe Uniwersytetu Szczecińskiego nr 803. Finanse, Rynki Finansowe, Ubezpieczenia, 66, 297-317.
• Gulc, A. (2016). Models and methods of measuring logistic service quality. 7-th EPPM Conference. Bialystok, 2016. Submitted to Procedia Engineering.
• Ho, J.S.Y., Teik, D.O.L., Tiffany, F., Kok, L.F., & The, T.L. (2012). Logistic Service Quality among Courier Services in Malaysia. 2012 International Conference on Economics, Business Innovation, 38, 113-117.
• Kawa, A. (2014). Logistyka e-handlu w Polsce [Logistics of e-commerce in Poland]. Retrieved from http://www.google.pl/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0ahUKEwiF4aW8mYjQAhVMvxQKHZopDiYQFggcMAA&url=http%3A%2F%2Fmedia.pocztapolska.pl%2Ffile%2Fattachment%2F612453%2Fbb%2Flogistyka-e-handlu-w-polsce.pdf&usg=AFQjCNFdsUVYpE2wgNtMX5HWX7pkhetw4w
• Liu, L., & Liu, Ch. (2014). Empirical Study of Express Logistics Service Quality –A Survey of Changdao County Express Sector. 2nd International Conference on Education Technology and Information System (ICETIS 2014), Atlantis Press, 542-546.
• Marczuk, A., Caban, J., Porębska, E., Droździel, P., Duda, K. & Mikulski M. (2015). Rynek i logistyka usług kurierskich w Polsce [The market and logistics courier services in Poland]. Logistyka, 3(CD 1), 3075-3084.
• Olszewska, A.M. (2016). Research issues undertaken within quality management – overview of selected literature and a knowledge map. 7-th EPPM Conference. Bialystok, 2016. Submitted to Procedia Engineering.
• Ratajczak, J., & Lorenc, A. (2015). Ocena efektywności logistycznej obsługi klienta w branży KEP [Evaluating the effectiveness of the logistics customer service in the CEP branch]. Logistyka, 6, 1251-1261.
• Rutkowski, K., Cichosz, M., Nowicka, K., & Pluta-Zaremba, M. (2011). Branża przesyłek kurierskich, ekspresowych paczkowych. Wpływ na polską gospodarkę [Courier, express and package branch. Impact on the Polish economy].Warszawa: Centrum Doradztwa i Ekspertyz Gospodarczych sp. z o.o.
• TechNavio. (2014). Global Courier, Express, and Parcel (CEP). Market 2015-2019.
• Urban, W. (2013). Jakość usług w perspektywie klientów i organizacji [Quality of service in term of clients and the organization]. Białystok: Oficyna Wydwnicza Politechniki Białostockiej.
• Urząd Komunikacji Elektronicznej (2016). Raport o stanie rynku pocztowego za rok 2015 [Raport o stanie rynku pocztowego za rok 2015], Warszawa.
• Zhang, Z., Baoqin, Y., Zhang, Sh., Wu, Sh., & Xie, J. (2012). A Study of Courier Service Quality Improvement Based on a Two-Stage QFD. LISS 2012: Proceedings of 2nd International Conference on Logistics, Informatics and Service Science. Berlin Heidelberg: SpringerVerlag, 885-889. doi: 10.1007/978-3-642-32054-5_123.

Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę (zadania 2017).