Skip to main content

Assessing Service Quality, Switching Costs and Customer Loyalty in Home-Delivery Services in Taiwan

Buy Article:

$51.63 plus tax (Refund Policy)

Abstract:

This study empirically investigated service quality, switching costs and customer loyalty from home-delivery services' customers' perceptive. With regard to service quality attributes, findings indicated that customers were most satisfied with 'range of delivery', followed by 'seldom loses parcels', 'invoice accuracy', 'prompt and reliable collection' and 'delivery by due time'. They were least satisfied with competitiveness of price. A structural equation modelling (SEM) approach was employed to analyse the impact of service quality and switching costs on customer loyalty from customers' perspective. Results revealed that service quality positively influenced switching costs and customer loyalty, and switching costs had a positive effect on customer loyalty. Investigation of the moderating effect of switching costs on the relationship between service quality and customer loyalty indicated that it was significantly important. Theoretical and practical implications of the findings for firms providing home-delivery services are discussed.

Document Type: Research Article

DOI: http://dx.doi.org/10.1080/01441640902796349

Affiliations: 1: Department of Transportation and Communication Management Science, National Cheng Kung University, Tainan City, Taiwan, ROC,Department of Business Administration, Far East University, Tainan County, Taiwan, ROC 2: Department of Transportation and Communication Management Science, National Cheng Kung University, Tainan City, Taiwan, ROC

Publication date: November 1, 2009

More about this publication?
routledg/ttrv/2009/00000029/00000006/art00004
dcterms_title,dcterms_description,pub_keyword
6
5
20
40
5

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more