Identifying the factors of Physical Distribution Service Quality - Case Study: FMCG Distribution channels

Document Type : Original Article

Authors

1 Allame Tabatabaee University

2 Allame tabatabaee University

Abstract

Most of quality assurance studies have been conducted at B2C level and The proposed models are developed based on the consumer satisfaction measure. Therefore, the quality of services in the B2B area has been neglected despite the importance of this sector and its high share in the service sector. The main objective of this research is to provide a model for assessing the quality of physical distribution services in B2B. This research is a case study in the FMCG distribution industry. Data collection in qualitative, is semi-structured interviews and in quantitative is questionnaires. In interviews with experts, 53 indicators on the quality of distribution services were identified in five dimensions of product quality, financial quality, information quality, promotion quality and interaction quality. The conceptual model was approved in FMCG retailers in Tehran. Due to the weakness of the studies on the quality of distribution services, this research can be useful in identifying the factors affecting the expectations and perceptions of retailers as distribution network customers.

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History

  • Receive Date: 09 July 2018
  • Accept Date: 16 January 2021

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