The study of delivery services features of customer satisfaction among students of Universiti Malaysia Kelantan (UMK) in Campus Kota

• Main Authors: Ang Chia Sin, Asyuhada Zoolkiflie, Nur Izzah Afifah Abdullah, Siti Najihah Aznan
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2024
• Online Access: http://discol.umk.edu.my/id/eprint/14097/1/SAK33.pdf; http://discol.umk.edu.my/id/eprint/14097/

Delivery services are gaining popularity in Malaysia. This benefits students because it attracts them to use it in their daily lives. The objective of this study is to determine the delivery services features of customer satisfaction among students of Universiti Malaysia Kelantan (UMK) in Campus Kota. The main features of delivery services that influence customer satisfaction are delivery efficiency, parcel tracking, smooth delivery, and convenience. The quantitative research that was used in this study is non-probability convenience sampling and the questionnaire survey was distributed by Google Form. The study received a response from 376 respondents from students of UMK in Campus Kota. The SPSS version 29 software was used to analyze the collected data. To determine a reliability test, normality test, and Pearson Correlation analysis. The result shows that all independent variables (delivery services, parcels tracking, smooth delivery, and convenience) have a moderate positive relationship with customer satisfaction. All the hypothesis statements in this study are accepted. Besides that, the study’s implications, limitations, and recommendations for a reference to researchers and retailing businesses in the future. This study is beneficial to the researchers in future who are interested in investigating a similar topic.