Comparative Study of Organization and Service in International Express Industry

• Main Authors: Jimmy Chen, 陳信孝
• Other Authors: Ching-Sung Wu
• Format: Others
• Language: en_US
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/90938389214602037781

碩士 === 國立臺灣大學 === 國際企業學研究所 === 91 === This paper attempts to analyze the organizational differences of two leading international express companies, quantify the service difference perceived by express users, and compare their organizational strengths against their perceived service differentiation. FedEx Express and DHL Worldwide Express are selected because they are pioneers who have shaped the industry. We look to FedEx’s and DHL’s different administrative heritages and diagnosis their organization in structure, process, and culture in order to identify their different organizational characteristics. PZB Model and TQM Model are used to determine the key service quality attributes for comparison. This research utilizes portion of an annual industrial survey conducted by AC Nielsen in Taiwan in 2000 to quantify service differentiation from the view of users. The objective is to understand customer expectations and compare the two companies’ perceived organizational strengths with the service differentiation analyzed from the survey results. The survey results show that FedEx is rated higher in all 7 service quality measurements and has successfully transformed its origin as an airline for packages and its air network focus into competitive advantage that result in significant service quality differentiation in Reliability and Speed.