초록 열기/닫기 버튼
Small parcel service which is one of the fastest growing industries in Korea is closely related to growth in ICT and online retail sales. Growth in small parcel service has changed consumers' behavior even retail structure in Korea. Since online retail sales increase importance of delivery man of small parcel service has also been increased because the delivery man is only service encounter through small parcel service from purchasing to consuming. Like other service businesses, the importance of service encounter is being emphasized in small parcel service business. However, customers cannot distinguish good or bad small parcel service company only with speed and visibility because speed and visibility are factors which most small parcel service company in Korea can serve to customers. This is mainly because the quality of performance at service encounter affects customer satisfaction rather than speed and visibility which are already provided by most small parcel service company. Since five determinants of delivery men's service quality affect customer satisfaction and the customer satisfaction also affect customer's re-use intention and word-of-mouth effect, small parcel service companies will be able to increase profitability, strengthen the competitiveness, and enhance customer orientation by improving delivery men's service quality as service encounter.
