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Assessing Service Quality, Switching Costs and Customer Loyalty in Home-Delivery Services in Taiwan

机译：评估台湾送货上门服务的服务质量，转换成本和客户忠诚度

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摘要

This study empirically investigated service quality, switching costs and customer loyalty from home-delivery services' customers' perceptive. With regard to service quality attributes, findings indicated that customers were most satisfied with 'range of delivery', followed by 'seldom loses parcels', 'invoice accuracy', 'prompt and reliable collection' and 'delivery by due time'. They were least satisfied with competitiveness of price. A structural equation modelling (SEM) approach was employed to analyse the impact of service quality and switching costs on customer loyalty from customers' perspective. Results revealed that service quality positively influenced switching costs and customer loyalty, and switching costs had a positive effect on customer loyalty. Investigation of the moderating effect of switching costs on the relationship between service quality and customer loyalty indicated that it was significantly important. Theoretical and practical implications of the findings for firms providing home-delivery services are discussed.
机译：这项研究从送货上门服务的客户感知角度对服务质量，转换成本和客户忠诚度进行了实证研究。关于服务质量属性，调查结果表明客户对“交货范围”最满意，其次是“很少丢失包裹”，“发票准确性”，“及时可靠的收货”和“按时交货”。他们对价格竞争力最不满意。使用结构方程模型（SEM）方法从客户的角度分析服务质量和转换成本对客户忠诚度的影响。结果表明，服务质量对转换成本和客户忠诚度具有积极影响，而转换成本对客户忠诚度具有积极影响。对转换成本对服务质量和客户忠诚度之间关系的调节作用的调查表明，这一点非常重要。讨论结果的理论和实际意义对提供送货上门服务的公司。

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