Determinants of courier service quality in e-commerce from customers’ perspective

Aleksandra Gulc


Purpose: In recent years, the increasing popularity of e-commerce has become the key driver for the development of courier service both in Poland and worldwide. In order to face growing competition on courier market and meet clients’ expectations, the assurance of high service quality is one of the crucial strategic goal of courier operators. According to the modern management theories, the company offering services should be client-oriented, which means that services should not be treated as an offer of provider, but as a result of close cooperation with the customers. Therefore, the customers are perceived as one of company’s resource bringing the essential information about their experiences, needs and expectations towards service quality. The aim of the article is to identify and classify the key factors which determine the perception of courier service quality by customers shopping on-line. Methodology/Approach: Based on the literature review, the author gathered and analyzed the determinants of courier service quality from customers’ perspective. Next, the determinants were classified into six dimensions of service quality mainly based on SERVQUALmodel. A survey method was used to collect research data, the electronic questioners were filled in by 594 respondents using courier service while shopping on-line in Poland. Finally, the exploratory factor analysis was used to reduce the variables and indicate the key factors (determinants) effecting the courier service quality perceived by customers. Findings: The article presents the complex review and classification of factors which determine courier service quality. The results of author’s empirical research indicated that the key dimensions effecting courier service quality, from the customers point of view, were: accuracy, impression, empathy, communication, reliability and simplicity, convenience and service price. Originality/Value of paper: This paper presents the author’s original research that provides new knowledge about determinants of courier service quality in e-commerce. The literature analysis has shown that the previous research were often fragmentary and situational, but also did not take into account the specificity of courier services in e-commerce branch.
Author Aleksandra Gulc (FEM / ICCEEILSS)
Aleksandra Gulc,,
- International Chineese and Central-Eastern European Institute of Logistics and Service Sciences
Publication size in sheets0.8
Book 22nd QMOD-ICQSS Conference 2019, 2019, Lund University, ISBN 978-91-7623-086-2
Keywords in Englishcourier service quality, determinants, e-commerce
Internal identifierROC 19-20
Languageen angielski
Score (nominal)0
Score sourceconferenceList
ScoreMinisterial score = 0.0, 29-10-2019, ChapterFromConference
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dokument elektronicznypendrive
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