Abstract
The booming of e-commerce has encouraged the e-retailer to consider courier service quality as an important characteristic to gain a competitive advantage. As many studies in courier service quality focus on the perceptions of e-shoppers, studies exploring the perceptions of e-retailers are lacking. Thus, this conceptual paper attempts to fills in the gap by exploring the courier service quality from the perception of the e-retailer. A qualitative methodology has been adopted to collect the primary data from semi-structured interviews. The findings can be a reference to improve the existing theory on courier service quality. The new develop framework aiming to offer a holistic approach to increase the efficiency of courier service providers by segmentizing their market as well as the need in every phase of the parcel delivery process.
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