A Study on Literature Survey and Industrial Applications of Service Quality
Date Issued
2010
Date
2010
Author(s)
Lee, Chun-Jing
Abstract
The definition and measurable methods between service quality and product quality are significantly different. In the past decades, the manufacturing sector was still the main contributing factor to economic growth; the service sector has thrived recently, therefore people nowadays put emphasis on quality of service. The objectives of the study are to expound on the relationship between quality and service performance in the logistics industry, and to investigate the applications, trends, and advances in service quality during the past few decades. In this thesis, there are four parts. The first part is a literature survey of service quality. The last three parts are the state-of-the-art of logistics, and the relationship between quality and service performance. The following are the detailed descriptions:
1. The study looks into the literature survey of service quality during the past few decades in terms of service delivering and measuring (SERVQUAL), and recovery satisfaction (RECOVSAT).
2. The study is to probe the current status of the logistics centers listed in Taiwan Association of Logistics Management. The findings indicate that most logistics centers put quality as their first concern when they select suppliers.
3. The study is to examine empirically the relationship between the quality management perception and service performance of logistics functions. The result shows that the factors: reliability, after-sale service, convenience, and communication have a significantly positive effect on quality management perception and service performance of logistics functions.
4. The study is to examine empirically the relationship between the quality management implementation (QMI) and logistics service performance (LSP). The results analyzed by statistical methodologies show that the clustering factors have a significant effect on some QMI perspectives and some LSP perspectives.
Subjects
Service Quality
SERVQUAL
RECOVSAT
Literature Survey
Logistic Service Performance
Quality Management
SDGs
Type
thesis
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