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2012 (Vol. 4, Issue: 11)
Article Information:

Scaling Service Quality of Five Distribution Firms Serving E-commerce from Services Science, Management and Engineering

X.I.E. Xing Long
Corresponding Author:  X.I.E. Xing Long 

Key words:  Engineering, physical distribution, service quality, services science, , ,
Vol. 4 , (11): 1536-1544
Submitted Accepted Published
December 23, 2011 March 02, 2012 June 01, 2012
Abstract:

In this study, we outline business characteristics of a distribution company in the context of E-commerce spreading far and wide as well as its operation forms. Firstly, we set an indicator framework for a measurement of distribution service quality from services science, management and engineering. Then, we score five distribution firms, which engage in B-C business, through the AHP method. In this way, we concludes that among all dimensions of assessing distribution service quality for E-commerce, distribution service is the most important and information service is fairly important. Moreover, we also finds that all sampling firms have achieved superior performance in both customer and order processing services but three companies need to put a larger quantity of efforts into information service for enhancing performance of logistics distribution for E-commerce. The paper concludes with pointing out limitations and a future research direction.
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  Cite this Reference:
X.I.E. Xing Long, 2012. Scaling Service Quality of Five Distribution Firms Serving E-commerce from Services Science, Management and Engineering.  Research Journal of Applied Sciences, Engineering and Technology, 4(11): 1536-1544.
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