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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: Fadilah, Siali, Mohd Uzairi, Ahmad Hajazi, Wong, Apple Su Wen
Format: Article
Language:English
Published: Human Resource Management Academic Research Society (HRMARS) 2018
Subjects:
HB Economic Theory
HG Finance
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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id my.unimas.ir.22921
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spelling my.unimas.ir.229212023-08-18T02:44:14Z http://ir.unimas.my/id/eprint/22921/ Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service? Fadilah, Siali Mohd Uzairi, Ahmad Hajazi Wong, Apple Su Wen HB Economic Theory HG Finance 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. Human Resource Management Academic Research Society (HRMARS) 2018 Article PeerReviewed text en http://ir.unimas.my/id/eprint/22921/1/Fadilah%20Binti%20Siali.pdf Fadilah, Siali and Mohd Uzairi, Ahmad Hajazi and Wong, Apple Su Wen (2018) Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service? International Journal of Academic Research in Business and Social Sciences, 8 (12). pp. 415-436. ISSN 2222-6990 http://hrmars.com/index.php/pages/detail/IJARBSS DOI:org/10.6007/IJARBSS/v8-i12/5042
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic HB Economic Theory
HG Finance
spellingShingle HB Economic Theory
HG Finance
Fadilah, Siali
Mohd Uzairi, Ahmad Hajazi
Wong, Apple Su Wen
Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
description 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.
format Article
author Fadilah, Siali
Mohd Uzairi, Ahmad Hajazi
Wong, Apple Su Wen
author_facet Fadilah, Siali
Mohd Uzairi, Ahmad Hajazi
Wong, Apple Su Wen
author_sort Fadilah, Siali
title Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
title_short Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
title_full Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
title_fullStr Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
title_full_unstemmed Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?
title_sort booming of online shopping in malaysia : do customers satisfy with parcel delivery service?
publisher Human Resource Management Academic Research Society (HRMARS)
publishDate 2018
url 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
_version_ 1775627233014054912
score 13.211869

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