Perceived quality in urgent transport sector
AbstractThis 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 reflected in the customer evaluation, at least to the same extent as competitors. Several recommendations for further research are discussed in the final part of the study.
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Bibliographic InfoArticle provided by Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE) in its journal Cuadernos de Gestión.
Volume (Year): 9 (2009)
Issue (Month): 1 ()
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Postal: Instituto de Economía Aplicada a la Empresa, Revista Cuadernos de Gestión, Facultad de CC. Económicas y Empresariales, Universidad del País Vasco, Avda. Lehendakari Aguirre 83, 48015 Bilbao, Spain
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