خلاصة:
Due to the importance of Physical Distribution Service Quality (PDSQ) in logistic systems, the purpose of this paper is to design a practical scale for measuring the construct through the perspectives of Iranian convenience store retailers. A mixed- method approach was employed for the study; in- depth interviews were first carried out with 16 Iranian experienced retailers who actively had worked in the industry; then content analysis was employed to identify the key underlying factors of PDSQ. Using the cluster sampling technique, 100 respondents from a retailing sector of 4 regions out of 22 regions of Tehran were selected for testing the measurement model and determining the importance and satisfaction level. 10 important PDSQ factors through perspective of Iranian convenience retailers were extracted and categorized in three dimensions including: Coordination of distribution agent (3 factors), Ordering condition (3 factors), and Behavioral features of distribution agents (4 factors). IPA diagram was drawn finally.
ملخص الجهاز:
(Received: 31 December 2013; Revised: 3 June 2013; Accepted: 16 June 2013) Abstract Due to the importance of Physical Distribution Service Quality (PDSQ) in logistic systems, the purpose of this paper is to design a practical scale for measuring the construct through the perspectives of Iranian convenience store retailers.
Dimensions of PDSQ Extracted From Interviews PDSQ Dimensions and Factors Frequency Percentage Dimension 1: Coordination of distribution agent F1:Order delivery in standard and determined date (Date) F2: Order delivery in non-busy times (Time) F3: Ease of contact and calling delivery agent (Communicate) 8 20 2 5 1 2 Dimension 2: Ordering condition F4: Delivery in ordered amount (Quantity) F5: Perfect and without defect order delivery (no package tearing, no crush, no breaking …) (Undamaged) F6: Delivery of right ordered brands (Brand) 10 24 2 5 3 7 Dimension 3: Behavioral features of distribution agent F7:Good respect of distribution company employees (Respect) F8: Possibility of complain tracking of distribution agents (Complain) F9: Patience and carefulness of delivery agent in account settlement (Billing) F10: Punctuality and trustworthiness of delivery agent (Punctuality) 6 15 2 5 2 5 5 12 Total 41 100 Measurement Model In the first step, a confirmatory factor analysis (CFA) was performed, which helped assess the adequacy of the measurement model (Chang, 1998), or in other words, as Lin and Lee, (2004) said, the measurement models (or confirmatory factor models) specify how hypothetical constructs are measured in terms of the observed variables.