4th European International Conference on Industrial Engineering and Operations Management

SERVQUAL Model Application: Integration of AHP, Prioritization Matrix, and QFD in Assessing Various Delivery Courier Services in the Philippines

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Track: Case Studies

In the Philippines, the demand for delivery services has paved the way for the rise of various delivery companies. Hence, the competition among these couriers is increasing. In order for them to gain competitive advantage, their services must make a difference. The present study compared the customer satisfaction on the services offered by Philippine couriers based on the five SERVQUAL dimensions. Also, the couriers were ranked based on customer ratings through using Analytic Hierarchy Process. Furthermore, this research determined the specific dimensions and strategies which could help the couriers improve the quality of their service through using Prioritization Matrix and Quality Function Deployment. The data were collected through a survey distributed to 270 respondents within NCR. The AHP show that Gogo Xpress had the highest customer rating, and it was followed by Fastrack Courier Services, J&T Express and NinjaVan Philippines. Moreover, the prioritization matrix implied that Gogo Xpress had competitive advantages for all dimensions, Fastrack had advantage for assurance and reliability, while J&T Express had advantage concerning responsiveness. Lastly, from the QFD, the importance ratings show that couriers must prioritize the components of services: rating system for riders and employee and personnel training.

Published in: 4th European International Conference on Industrial Engineering and Operations Management, Rome, Italy

Publisher: IEOM Society International
Date of Conference: August 2-5, 2021

ISBN: 978-1-7923-6127-2
ISSN/E-ISSN: 2169-8767