What Makes Customers Choose Certain Courier Services Over the Others?

Abdul Kadir Othman, Ahmad Zuhairi Zainuddin, Ahmad Aqiff Amsyar Mohd Zaidi, Mohammad Fahmi Shaharin, Mohammad Nazirul Syahmi Zaini, Mohammad Nazrul Aqim Mohd Zulkefli, Muhammad Iqbal Shamsudin and Muhammad Mukhlis Azamudden Abdul Anzab

Information Management and Business Review, 2024, vol. 16, issue 3, 699-706

Abstract: The COVID-19 pandemic has proliferated courier service companies due to increasing customer demand. Customers prefer some courier service companies over others because of certain factors, including timeliness, order discrepancy, personal contact quality, order condition, and operational information sharing. The study investigates the factors contributing to customer satisfaction when choosing courier services. A survey questionnaire was distributed to customers to gauge their overall level of satisfaction and assessment of potential contributing factors. Respondents were selected from those who have experience using the courier service. From the results of multiple regression analysis, four factors, timeliness, personal contact quality, order condition, and operational information sharing, significantly influence customer satisfaction when choosing courier service. Order discrepancy does not significantly influence customer satisfaction because customers trust the courier service providers to provide the service as expected. The implications of the study are discussed in the paper.

Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:16:y:2024:i:3:p:699-706

DOI: 10.22610/imbr.v16i3S(I)a.4232

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