| Summary: | 碩士 === 國立臺北大學 === 企業管理學系 === 92 === Home-delivery industry is developing quickly in recent years. It not only transports, but also emphasizes service quality as its performance. Because service quality of the post is inferior in delivering small package, consumers turn to home-delivery industry gradually and get their package delivered. As the result, the volume of home-delivery is increasingly growing. Therefore, service quality is the main competence weapon of home-delivery.
Research objects of the study chose used-home-delivery customer in western Taiwan, and cited the modified PZB Service Quality Model and five dimensions of the PZB model to assess the gaps of the dimensions. Besides, the study utilized repeat-purchase intention and recommend intention to measure customer satisfaction. The study sent 600 copies of questionnaire, and got 424 responses. The statistical results were found as follows：
(1)The difference between expectations and perceptions on service quality is significant statistically. By other words, the gaps exit.
(2)By factor analysis, the five dimensions of PZB model were extracted to four dimensions. The study rename them as 『the reliability of service』、『the commitment of service』、『the familiarity of service』and 『the conditions of service』.
(3)By discrimination analysis, the study structures the repeat-purchase function and the recommend function with the new four service dimensions、service charge and monthly income. The functions can afford the references of operators practically.
(4)The study indicates that service reliability will be important if operators are willing to evolve new markets.
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