eThesis - School of Business electronic theses

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ABSTRACT Objectives of the Study The aim of this research is threefold. The first objective is to define the concept of service quality in the context of home delivery of physically large consumer goods. Second objective for the research is to identify different customer segments and their key value drivers. Third object for this research is to identify those elements in the service process that could be used to modularize the service package. Academic background and methodology Important quality aspects of the home delivery service were revealed by literature review. The empirical part of the research was conducted through e- survey. The questions were formulated based on the literature review and discussions with Customer Company X. The survey was designed from the perspective of consumers and divided into meaningful parts of the service process. 240 people responded to the survey. Findings and conclusions In the service management literature, many authors have quite recently mentioned that quality of a particular product or service is whatever the customer perceives it to be. Enhancing the customer perceived value through service modularization was considered a better approach for Customer Company X. The survey results suggest that possibilities for service modularization can be found in multiple parts of service process. Keywords Service quality, service modularity, customization, customer perceived value, home delivery, B2C