Courier service quality from the clients’ perspective

[摘要] The aim of the study is a critical analysis of literature concerning the evaluation of courier service quality and verification if client expectations towards courier service quality change in time considering the perspective of future 5–10 years. Research methods include the theoretical analysis of scientific literature, CAWI survey and statistical analysis of obtained data.

[学科分类] 机械工程学

[关键词] courier service quality;criteria;evaluation