What Makes Customers Choose Certain Courier Services Over the Others?

  • Abdul Kadir Othman Universiti Teknologi MARA
  • Ahmad Zuhairi Zainuddin Universiti Teknologi MARA
  • Ahmad Aqiff Amsyar Mohd Zaidi Universiti Teknologi MARA
  • Mohammad Fahmi Shaharin Universiti Teknologi MARA
  • Mohammad Nazirul Syahmi Zaini Universiti Teknologi MARA
  • Mohammad Nazrul Aqim Mohd Zulkefli Universiti Teknologi MARA
  • Muhammad Iqbal Shamsudin Universiti Teknologi MARA
  • Muhammad Mukhlis Azamudden Abdul Anzab Universiti Teknologi MARA
DOI: https://doi.org/10.22610/imbr.v16i3S(I)a.4232
Keywords: Customer satisfaction, courier service, logistics, service quality

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.

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Published
2024-10-27
How to Cite
Othman, A. K., Zainuddin, A. Z., Mohd Zaidi, A. A. A., Shaharin, M. F., Syahmi Zaini, M. N., Mohd Zulkefli, M. N. A., Shamsudin, M. I., & Abdul Anzab, M. M. A. (2024). What Makes Customers Choose Certain Courier Services Over the Others?. Information Management and Business Review, 16(3S(I)a), 699-706. https://doi.org/10.22610/imbr.v16i3S(I)a.4232
Issue
Vol 16 No 3S(I)a (2024)
Section
Research Paper

Copyright (c) 2024 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, Muhammad Mukhlis Azamudden Abdul Anzab

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