The scale of domestic and international parcel delivery markets has been expanding rapidly due to environmental changes such as the proliferation of electronic commerce. In this parcel delivery market environment, improving parcel delivery service quality is essential for maintaining a sustained competitive advantage. This paper first conducted a review of existing literature on parcel delivery and services, as well as interviews with practitioners in the parcel delivery industry, in order to develop measurement items for parcel delivery service quality and to extract the determinants of parcel delivery service quality. Based on the results of the literature review and practitioner interviews, valid and reliable measurement instruments for parcel delivery service quality were developed. Using the developed measurement items, a model of the determinants of parcel delivery service quality was tested using LISREL. From research conducted through individual in-person visits by interviewers to consumers who had actual experience with parcel delivery services, six factors were extracted as determinants of parcel delivery service. Among these factors, promptness, economy, accuracy, and convenience were found to influence service satisfaction. Finally, the theoretical and practical implications of these results are discussed.