SERVPERF and importance performance analysis to asses customer satisfaction on last-mile delivery services

In this highly competitive market, service providers expect to devise strategies that will bring in new customers, keep existing customers, and pursue customer loyalty. As a consequence of its close relationship with customer satisfaction, the quality of the service that should be provided to customers has been regarded as a crucial factor for service providers' success. The purpose of this paper was to evaluate the service quality of service firms and to determine which dimensions they must prioritize to achieve customer satisfaction. The SERVPERF model was utilized to accomplish the first objective, whereas the importance-performance analysis was utilized to accomplish the second objective. A case study was conducted at a last-mile delivery service provider.