Physical Distribution Service Quality through Iranian Convenience Stores Retailers Perspectives: a Mixed Method Approach

Document Type : Research Paper

Authors

1 Assistant Professor, Faculty of Management, Department of Business Administration, Shahid Beheshti University, Tehran, Iran

2 PhD Student, Behavior Management , Farabi Campus, University of Tehran

3 Master Student of International Business, Faculty of Management, Department of Business Administration, Shahid Beheshti University, Tehran, Iran.

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. A mixedmethod
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.

Keywords

Main Subjects

Interdisciplinary Journal of Management Studies (Formerly known as Iranian Journal of Management Studies)
Volume 7, Issue 1 - Serial Number 1
Iranian Journal of Management Studies
January 2014
Pages 121-150

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