METHODOLOGIES FOR EVALUATING SERVICE QUALITY: EVIDENCE FROM FREIGHT SERVICES

被引：2

作者：

Gil-Saura, Irene ^{[1
]}

Berenguer-Contri, Gloria ^{[1
]}

Ruiz-Molina, Maria-Eugenia ^{[1
]}

Ospina-Pinzon, Santiago ^{[2
]}

机构：

[1] Univ Valencia, Fac Econ, Dept Mkt, Avda Naranjos S-N, Valencia 46022, Spain

[2] Univ Valencia, Inst Econ Int, C Serpis 29, Valencia 46022, Spain

来源：

INTERNATIONAL JOURNAL OF TRANSPORT ECONOMICS | 2017年 / 44卷 / 01期

关键词：

Service quality; freight services; SERVQUAL; expectations; performance; COMPARISON STANDARD; ALTERNATIVE SCALES; EXPECTATIONS; TRANSPORTATION; PERCEPTIONS; SHIPPERS; SATISFACTION; ATTRIBUTES; REASSESSMENT; TOLERANCE;

D O I：

10.19272/201706701005

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Service quality is a crucial aspect in the choice of transportation provider. However, the literature has paid scant attention to this topic and furthermore, service quality assessment has generated considerable controversy, so that several methodological proposals have emerged. Therefore, the aim of this paper is, firstly, to provide a comparative analysis of different ways to evaluate service quality in the context of the relationship between freight transportation provider-customer and, secondly, to identify segments based on the service quality offered by the carrier. In this way, the present research helps to identify the most appropriate instrument for measuring service quality in the context of freight services.

引用

页码：99 / 118

页数：20

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