3. Transportation Service
Service performance is known as one of the methods where firms could
ensure a sustainable competitive advantage. Firms which make
relationships to focus on customers should understand specific customer
needs and they could enjoy a sustainable comparative advantage through
achieving, as well as ascertaining, customer needs in the market. The
components of the performance suggest the basis of measuring service and
the components depend on customer needs.
Customer needs are connected with customer satisfaction, which is
tested by service quality. Research on measuring factors of SERVQUAL
was started by Parasuraman et al. and SERVQUAL scales developed by
them have been used widely in various research fields. The scales divide
measuring factors into five sub-dimensions which are classified into being
able to measure overall service. They insisted that it consisted of a
multi-dimensional structure of goods and services. They suggest a proper
measuring method of service. They classified the five dimensions into
measuring 22 items such as tangibles, reliability, responsiveness,