Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
Fuelled by rapid growth of online shopping, third-party service provider such as courier service company has become an increasingly important and crucial element in facilitating seamless movement of goods within the supply chain network. Nevertheless, courier service companies also faced operational...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Human Resource Management Academic Research Society (HRMARS)
2018
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/22921/1/Fadilah%20Binti%20Siali.pdf http://ir.unimas.my/id/eprint/22921/ http://hrmars.com/index.php/pages/detail/IJARBSS |
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| Summary: | Fuelled by rapid growth of online shopping, third-party service provider such as courier service company has become an increasingly important and crucial element in facilitating seamless movement of goods within the supply chain network. Nevertheless, courier service companies also faced operational challenges as they need to cope with the ever increasing demand from the ecommerce industry, with their customer satisfaction is at the stake. The objective of this research, therefore, is to measure the customer satisfaction towards parcel delivery service by a leading courier service company in Malaysia. In this research, customer satisfaction is observed through five independent variables, namely reliability, responsiveness, assurance, empathy and price. 400 set of
questionnaires was distributed to the targeted respondents, and the data collected was analysed
using Pearson correlation and multiple regression analysis. The result showed that reliability, responsiveness, assurance, empathy and price positively affect customer satisfaction towards parcel
delivery service of courier company. The impact of each variable towards customer satisfaction level is also discussed. |
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