La percepción de la calidad en el sector de la mensajería urgente
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Universidad Politécnica de Cartagena
info
ISSN: 1131-6837
Année de publication: 2009
Volumen: 9
Número: 1
Pages: 13-30
Type: Article
D'autres publications dans: Management Letters / Cuadernos de Gestión
Résumé
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.