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Article
Publication date: 1 February 2006

Bingguang Li, Michael W. Riley, Binshan Lin and Ershi Qi

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

10152

Abstract

Purpose

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

Design/methodology/approach

The paper is contrast the overall customer satisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customer satisfaction for these two parcel delivery companies. Written questionnaire responses from university departments/units in the USA were collected and used for the comparison analysis. An independent samples t‐test was used to compare the ratings of customer satisfaction of these two parcel companies.

Findings

The paper find's no significant differences in the ratings of service quality of that these two parcel delivery companies provide with respect to both incoming and outgoing mail. The results of this research suggest that the similarity in ratings of service quality of these two companies explain their equally dominant positions in the parcel service industry.

Research limitations/implications

The survey subjects only include units/departments within universities, with most of the participants located in Nebraska. By expanding the total number of surveys to include more industries and locations, this research could provide additional insight into the parcel service industry and customer satisfaction. Additionally, price of parcel delivery service was not included as a factor impacting customer satisfaction. Price of service may play an important role in customers' selection of parcel carrier.

Originality/value

Findings of this research provide customers insights into the service quality of parcel delivery companies in order for them to make a choice of which carriers to use.

Details

Industrial Management & Data Systems, vol. 106 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 3 April 2007

Junying Liu, Bingguang Li, Binshan Lin and Vanthuan Nguyen

The purpose of this study is to investigate the key issues and challenges in risk management and insurance in the Chinese construction industry and propose solutions to improve…

8670

Abstract

Purpose

The purpose of this study is to investigate the key issues and challenges in risk management and insurance in the Chinese construction industry and propose solutions to improve risk management.

Design/methodology/approach

The study is based on surveys which target people who have direct or relevant experience of risk management and construction insurance in China. Surveys were conducted by e‐mail, mail and fax to selected clients, contractors (project director, project managers, and contract managers/administrators), insurers, brokers, consultants, claim advisors, and academics; and e‐mails to Chinese researchers in the construction management field. Descriptive analysis is used for data analysis.

Findings

It is found that cultural considerations inhibit proper implementation of risk management in China's construction industry. It is also found that the perception and attitude of contractors play an important role in developing risk management. Accordingly, an organizational learning of a risk management model is designed and proposed as an organizational learning process through collaborative teamwork to improve risk management and create a learning organization.

Research limitations/implications

The major limitation is the sample size. A much larger sample size allows comparisons among different groups of contractors, regions, etc.

Originality/value

This empirical research identifies the real challenge of application of risk management in China's construction industry. It proposes a realistic organizational learning model through collaborative teamwork which could help Chinese contractors to improve their risk management.

Details

Industrial Management & Data Systems, vol. 107 no. 3
Type: Research Article
ISSN: 0263-5577

Keywords

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