Factors Influencing Customer Retention in the Parcel Delivery Industry

Zonghong Wu () and Nuttawut Rojniruttikul ()
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Zonghong Wu: King Mongkut’s Institute of Technology Ladkrabang
Nuttawut Rojniruttikul: King Mongkut’s Institute of Technology Ladkrabang

A chapter in Corporate Practices: Policies, Methodologies, and Insights in Organizational Management, 2024, pp 789-805 from Springer

Abstract: Abstract This study, based on a sample of 385 customers, investigates the intricate dynamics of factors influencing customer retention within the parcel delivery sector. A structured questionnaire-based survey was the primary data collection tool, supplemented by advanced statistical techniques, including multiple linear regressions, for comprehensive data analysis. The study has identified five pivotal factors shaping customer retention: Technology Adoption, Communication Channels, Online Ordering Experience, Service Quality, and Corporate Social Responsibility (CSR) and Sustainability Perception. The findings reveal the significant influence of these factors on customer retention—technology adoption, including tracking and tracing technologies, fosters transparency, trust, and increased customer satisfaction. Effective communication channels, mobile apps, and personalized services ensure customer engagement and heightened loyalty. A seamless online ordering experience, coupled with secure payment processes, positively impacts customer satisfaction and repeat business. Service quality and reliability, characterized by professionalism and damage-free deliveries, maintain customer trust. Lastly, CSR and sustainability perception exemplify a robust commitment to ethical and sustainable business practices, which bolster community goodwill and customer retention. The results of this study provide valuable insights for parcel delivery companies, enabling them to formulate and implement strategies that address each of these critical factors. By harnessing the power of technology, enhancing communication channels, refining online ordering experiences, elevating service quality, and actively engaging in CSR and sustainability initiatives, these companies can effectively fortify customer retention, nurturing long-term loyalty in an ever-evolving industry landscape.

Keywords: Technology adoption; Communication channels; Online ordering experience; Service quality; CSR and sustainability (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/978-981-97-0996-0_48

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