La percepción de la calidad en el sector de la mensajería urgente

  1. Martínez, José Antonio 1
  2. Martínez Caro, Laura 1
  1. 1 Universidad Politécnica de Cartagena
    info

    Universidad Politécnica de Cartagena

    Cartagena, España

    ROR https://ror.org/02k5kx966

Revista:
Management Letters / Cuadernos de Gestión

ISSN: 1131-6837

Año de publicación: 2009

Volumen: 9

Número: 1

Páginas: 13-30

Tipo: Artículo

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Otras publicaciones en: Management Letters / Cuadernos de Gestión

Resumen

This research has focused on the customer evaluation of perceived quality in the urgent transport service in Spain. Using different statistical procedures, such as ordinal regression, between-groups comparison or multilevel modeling, this study shows how the perceived service quality of the public company «Correos» is lower than several of the main competitors: Seur, MRW and Nacex. Despite the investment achieved by this public institution in order to improve service quality, these efforts have not been refl ected in the customer evaluation, at least to the same extent as competitors. Several recommendations for further research are discussed in the fi nal part of the study.

Fuente de los datos: Dialnet