Research Paper on:
Assessing service levels at DHL and UPS

Unformatted Sample Text from the Research Paper:
gain economies of scale it is important that a company can gain and retain customers. As these companies operating in the courier environment instead of setting a product they are  selling service. With a relatively low price tag and the need to gain repeat business it is important that a company can gain customer satisfaction, otherwise customers will move their  business to a competing firm. By gaining repeat business and loyalty a company is safeguarding its future (Kotler, 2003). Where there are gaps in the service that is provided companies  need to be able to identify those gaps and rectified and so that they can meet a customers expectations (Kotler, 2003). If they do not, then they are likely to  fail. 1.1 Aims and Objectives An assessment of the service provided should not only be measured in finite terms, against that which is expected, we should also be measured against competitors.  If both companies are providing the same service and customer tries competition and find it better they are likely to remain with the competition. While a realistic aim may be  to market the company in order to prevent customers trying out the competition, the reality is that customers talk to each other, say marketing and do try other companies. Therefore,  in order to assess DHL and UPS customer services for the online operations it is important to look at the way they perform overall as well is against each other.  2. Methodology A number of approaches can be adopted in order to assess the customer service levels for DHL and UPS. It is important that data is collected from a representative  sample. There are two general approaches; quantitative and qualitative, quantitative seeks to gain a large number of results whereas qualitative use a smaller sample but has the aim of gaining