AN EVALUATION OF SERVICE QUALITY, TRUST, AND CUSTOMER LOYALTY IN HOME-DELIVERY SERVICES

The study was developed and tested using an empirical investigation on home-delivery customers in Taiwan. The results suggested that shippers viewed the reliability factor as the most important service attribute. Clusters were analyzed to form shipper groups. The results of the analysis indicated that service-oriented shippers commanded better trust and customer loyalty. According to Structure Equation Modeling (SEM) analysis, results indicated that service quality and trust positively influenced customer loyalty, whereas service quality had a positive influence on trust. The theoretical and practical implications of the research findings are discussed.