Abstract
Purpose : This study determines which factors from among quality factors constituting a drone delivery service are recognized as important by consumers. In addition, it determines their relative importance, and suggests directions for the factors that drone delivery service companies will prioritize. Research design, data, methodology : A questionnaire analysis is implemented to target drone delivery service companies registered in Shandong Province and Guangdong Province in China. Analysis of demographics and IPA are implemented utilizing IBM’s SPSS v. 25.0.; The (Analytical Hierarchical Process (AHP), is used for the analysis, performed with the Expert Choice program. Results : According to the AHP analysis results, we can see that certainty and empathy are perceived as the most important factors overall. As for detailed factors, in the certainty section, safety from drones and delivery accidents ranked first (0.105) ; third was safety of personal information and delivery information (0.092), and fifth was reliability of service provision information (0.285). In the empathy section, understanding and consideration of services in various customer situations ranked second (0.095), and fourth was expectations on providing the best service (0.081), indicating that lower factors of certainty and empathy, are distributed among the top five factors. As a result of the IPA analysis, in competitive advantage competencies, understanding and consideration of various customer situations (a sub-factor of empathy) and reliability of service provision information (a sub-factor of certainty) are included. In competitive inferiority competencies, the following two sub-factors of certainty are included: safety from drone and delivery accidents, plus safety of personal and delivery information. Expectations of providing the best service, (a sub-factor of empathy) are also included. Conclusions : In order to maintain a corporate competitive advantage, companies that provide drone delivery services must continuously provide reliable service information to customers, requiring attention and communication about customers' problems.
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