Business, Management and Accounting
8 years ago

Satisfied core customers drive higher profits in home delivery services.

The e-Business Studies
A Study on Service Quality for Customer's Profitability in Home Delivery Service
Jae-woan Jeon, Hun-Ku Ha, ChangYoul Choi

Paper Summary

The study looked at how the quality of service in home delivery affects customer profitability. They reviewed existing research on home delivery services and customer satisfaction, and surveyed experienced customers based on their profitability. The results showed that satisfied core customers who value reliability, assurance, empathy, and responsiveness are more profitable for home delivery companies.

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