• Title/Summary/Keyword: Service Delivery

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Service Quality of Online Grocery Shopping in Korean Local Regions

  • Chung, Ji-Bok;Choi, Byung-Cheon;Cho, Yong-Sang;Chung, Lak-Chae
    • Journal of Distribution Science
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    • v.14 no.8
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    • pp.67-75
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    • 2016
  • Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

A Study on an Advanced Identification System of Delivery Service Information Based on RFID (RFID를 활용한 개별화물 배송정보관리 시스템 개발에 관한 연구)

  • Shim, Jin-Bum;Han, Young-Geun
    • Proceedings of the Safety Management and Science Conference
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    • 2010.04a
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    • pp.415-421
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    • 2010
  • Door to door service is a typical method for individual parcel deliveries. In the current delivery information system, a delivery person manually input the information of many delivery results, which causes inefficiency and difficulties of tracking deliveries. This study suggests an enhanced delivery information system which has the following two characteristics. Firstly, a tagged RFID transmits the delivery result information to the main server by just collecting RFID at a place of destination. Secondly, with the characteristics of rewritable method, the collected RFID is to be input new information and tagged to other parcels.

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The Effect of Early Morning Delivery's Logistics Service Quality on Customer Satisfaction: The Moderating Effect of Eco-Friendly Attitude

  • Jung, Ji-Hee;Shin, Jae-Ik
    • Journal of the Korea Society of Computer and Information
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    • v.25 no.10
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    • pp.241-248
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    • 2020
  • In this study, to investigate the relationship between early morning delivery's logistics service quality (order quality, delivery quality, and after service quality) and customer satisfaction, and the moderating effect of eco-friendly attitude, the constructs were made up based on previous studies. A survey was conducted on early morning delivery users, and 210 questionnaires were used for empirical analysis. The collected data was analyzed by SPSS 25.0 and AMOS 21.0. The results are as follows: first, it was found that the logistics service quality has a positive effect on customer satisfaction. Second, it was found that the delivery quality has the greatest effect on customer satisfaction. Third, as a result of testing the moderating effect of eco friendly attitudes in the relationship between the logistics service quality and customer satisfaction, in the case of the order quality among the logistics service quality, the differences between the groups were identified according to eco-friendly attitudes. In conclusion, the implications and limitations of this study are presented.

A Study on the Introduction of Outsourcing of the Delivery System for the Small Service Industry using Simulation (시뮬레이션을 활용한 소상공 서비스 회사의 배달시스템 외주화 방안 도입에 대한 연구)

  • Gu, Seung-Hwan;Noh, Seung-Min;Jang, Seong-Yong
    • Journal of the Korea Society for Simulation
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    • v.22 no.3
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    • pp.43-53
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    • 2013
  • The paper addresses the introduction of outsourcing of delivery service for the small service industries such as delivery based restaurant in order to increase the profit and revenue of the service company, upgrade the delivery satisfaction for the customers, and expand the welfare of the senior people through the work. The chinese restaurants are selected as model service companies, outsourcing of delivery services are suggested for those restaurants and simulation models are developed for all operation systems for them. Some of input data for the simulation are collected from the real world and others are refined through the interview with the field workers. 6 scenarios are established considering the number of deliverers and delivery charges and simulation experiments for each scenario have been done according to the 3 kind of situations of the service companies. The results show that introduction of outsourcing increases the revenue and profit of the service company, decreases the service time for the customers and increases the revenue of the delivery outsourcing company employing the senior people. So delivery outsourcing for the service industries can be considered as a good solution for the welfare problem of the senior people.

Effects of Service Quality Attributes on Customers' Satisfaction in the Door-to-Door Delivery Service and On-line Shopping Mall Context (택배 서비스 품질속성이 택배업체와 온라인 쇼핑몰의 고객만족에 미치는 영향)

  • Chung, Hyun-Young;Ahn, Ah-Rahm
    • The Journal of the Korea Contents Association
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    • v.8 no.7
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    • pp.174-181
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    • 2008
  • The purpose of the study is to find out how the quality attributes of door-to-door delivery service affects on the on-line shopping mall customers' satisfaction. For the study service quality and customer satisfaction theories were reviewed and the relation between service attributes and satisfaction was proposed. With empirical study the research found that customers' satisfaction of on-line shopping mall would be influenced by door-to-door delivery service quality attributes even though the door-to-door delivery firm is not the direct partner of the contract.

A Study on the Influence of Delivery App Service Failure Factors on Consumer Conflict and Consumer Complaint Behavior (배달앱 서비스 실패요인이 소비자 갈등과 소비자의 불평행동에 미치는 영향에 관한 연구)

  • Lee, Jae-Hak
    • Journal of Arbitration Studies
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    • v.31 no.1
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    • pp.173-194
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    • 2021
  • This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.

Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout

  • Han, Sang-Sook;Han, Jeong-Won;Kim, Yun-Hyung
    • Safety and Health at Work
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    • v.9 no.4
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    • pp.441-446
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    • 2018
  • Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

Influences of the E-service Quality of Food Delivery Application in China on Customer Attitude, and Satisfaction (E-서비스품질과 소비자 태도 및 만족도 간의 관계: 중국 음식배달 애플리케이션 중심으로)

  • Jiang, Shuang;Liu, Zhi-Qian;Kim, Yeong-Gug
    • Asia-Pacific Journal of Business
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    • v.13 no.3
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    • pp.375-387
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    • 2022
  • Purpose - The food delivery mobile application market is growing rapidly in the catering service industry. The purpose of this study was to investigate the effects of E-service quality on consumer attitudes and satisfaction in the food delivery service field in China. Design/methodology/approach - A total of 390 copies of this questionnaire were distributed between February 17 and March 25, 2021 on the Chinese survey site (https://www.wjx.cn). Three hundred forty-nine parts were used for the final analysis. Validity and reliability were analyzed using SPSS 25.0 statistical program, and correlation and regression analysis were performed. Findings - The study results showed among the e-service quality components of food delivery application software, trust, convenience, proximity and reactivity have an impact on consumer attitudes. Research implications or Originality - The service quality of food application software is an important factor determining consumer attitude. The limitations of this study and suggestions for future research were discussed.

Repetitive Delivery Scheme for Left and Right Views in Service-Compatible 3D Video Service

  • Yun, Kugjin;Cheong, Won-Sik;Lee, Jinyoung;Kim, Kyuheon;Lee, Gwangsoon;Hur, Namho
    • ETRI Journal
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    • v.36 no.2
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    • pp.264-270
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    • 2014
  • This paper introduces a novel repetitive delivery scheme for the left and right views in service-compatible (SC) 3D video that provides full backward compatibility to a legacy DTV system while retaining HD 3D visual quality without additional bandwidth or a codec over the legacy broadcasting channel. The proposed SC delivery scheme transmits individual view sequences of a 3D video in interlaced form, that is, a left-view sequence of a 3DTV program to be used repeatedly is transmitted first and stored locally, and the right-view sequence of the 3D program is then transmitted. This paper specifically describes the signaling, synchronization, and storage format methods used to validate the proposed SC delivery scheme. The experiment results show that the proposed SC delivery scheme can be effectively applied for an SC 3DTV service without degrading the DTV quality using only legacy DTV platforms.

Case Study on Improvement of Hospital Foodservice by Introduction of FMEA Techniques - Focus on Food Delivery Service Quality and Customer Satisfaction - (FMEA 기법 도입을 통한 병원 급식 품질 개선 사례 연구 - 배선서비스 품질 개선 및 환자만족도 중심으로 -)

  • Kim, Hye-Jin;Hong, Jeong-Im;Heo, Gyu-Jin
    • Journal of the Korean Dietetic Association
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    • v.21 no.1
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    • pp.25-36
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    • 2015
  • In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.