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Abstract
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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
Submitted: December 23, 2011
Accepted: March 02, 2012
Published: June 01, 2012 |
Abstract:
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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.
Key words: Engineering, physical distribution, service quality, services science, , ,
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Cite this Reference:
X.I.E. Xing Long, . Scaling Service Quality of Five Distribution Firms Serving E-commerce from Services Science, Management and Engineering. Research Journal of Applied Sciences, Engineering and Technology, (11): 1536-1544.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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| Sales & Services |
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