Customer satisfaction on parcel delivery company

• Main Authors: Nur Farzana Hasrunlah, Nur Farahhani Saidin, Muhammad Syahidan Jalaluddin, Kang Hui Zhen, Jalaluddin Jamsuri
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13349/1/SAL%2024.pdf; http://discol.umk.edu.my/id/eprint/13349/

Nowadays, the growing popularity of e-commerce has altered not just how products are sold, but also how they are delivered. Customers expect customized items to be sent swiftly, with full order convenience and flexibility. The SERVQUAL model is important to measure the customer satisfaction for the parcel delivery company so that the parcel delivery company can improve and avoid mistakes by knowing the feedback that the customers give them. Due to COVID-19 and the effect of technology, it has resulted in a significant change in business-to-customer delivery. Customer behaviour, values, and culture have also altered the geographical situation and purchasing power. Hence, the primary goal of this research is to determine the relationship between tangible, reliability, and responsiveness with customer satisfaction of parcel delivery company. There are 272 respondents who are University Malaysia Kelantan (UMK) SAL students that were chosen at random to participate in the researchers' questionnaire. Data analysis was conducted by using SPSS tools. This study presented 272 data regarding how tangible, reliability, and responsiveness strongly influences the customer satisfaction of parcel delivery company. The result shows that there are significant correlations between tangible, reliability, and responsiveness with customer satisfaction of parcel delivery company. In conclusion, the findings of this research indicates that tangible, reliability, and responsiveness have positive relationships with the customer satisfaction of parcel delivery company. This study has implications for delivery service providers and individual consumers, who can review their service to suit the needs of its present customers.