A Study of the Relationship between Customer Expectations and Feelings of Quality and Satisfaction Gap–Take the Four Logistics Companies in China for Example
- 10.2991/icesem-18.2018.116How to use a DOI?
- Customer expectations; Satisfaction gap; Case study; Logistics
The purpose of this study is to enable a business engaged in a flow industry fully feel the quality and key factors of customers they serve in the competitive logistics industry and to enable that service quality is the quality that the customer pays attention to and the quality of the customers who deliver goods. Do customers' perceptions of the service quality of logistics industry come from their original expectations and actual perceived differences? Is the difference in perception is the key factor in satisfaction? In addition, is domestic customer service to foreign logistics industry similar to domestic counterparts? This study tries to find out its relevance and difference. And this paper uses Parasuraman, Zeithaml and Berry et al. (2015) to put forward the cross industry structure of quality and customer satisfaction, then applies it to the logistics industry as the main axis of this research and finds out how it is suitable.
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Chu Fang PY - 2018/08 DA - 2018/08 TI - A Study of the Relationship between Customer Expectations and Feelings of Quality and Satisfaction Gap–Take the Four Logistics Companies in China for Example BT - Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018) PB - Atlantis Press SP - 500 EP - 504 SN - 2352-5398 UR - https://doi.org/10.2991/icesem-18.2018.116 DO - 10.2991/icesem-18.2018.116 ID - Fang2018/08 ER -