ISSN: 2222-6990
Open access
Fuelled by rapid growth of online shopping, third-party service provider such as courier service company has become an increasingly important and crucial element in facilitating seamless movement of goods within the supply chain network. Nevertheless, courier service companies also faced operational challenges as they need to cope with the ever increasing demand from the e-commerce industry, with their customer satisfaction is at the stake. The objective of this research, therefore, is to measure the customer satisfaction towards parcel delivery service by a leading courier service company in Malaysia. In this research, customer satisfaction is observed through five independent variables, namely reliability, responsiveness, assurance, empathy and price. 400 set of questionnaires was distributed to the targeted respondents, and the data collected was analysed using Pearson correlation and multiple regression analysis. The result showed that reliability, responsiveness, assurance, empathy and price positively affect customer satisfaction towards parcel delivery service of courier company. The impact of each variable towards customer satisfaction level is also discussed.
Abili, K., Narenji Thani, F., Mokhtarian, F., & Mehdi Rashidi, M. (2011). Assessing Quality Gap of University Services. Asian Journal on quality, 12(2), 167-175.
Adil, M. (2013). The relationship between service quality and Customer Satisfaction in India’s Rural Banking Sector: An Item Analysis and Factor-specific Approach. The Lahore Journal of Business, 1(2), 43-63.
Aljasser, I. A., & Sasidhar, B. (2016). Bank Customers’ Perception of Service Quality and Customer Satisfaction in Saudi Arabia. European Journal of Business and Social Sciences, 4(11), 130-141.
Almohaimmeed, B. M. A. (2017). Restaurant quality and customer satisfaction. International Review of Management and Marketing, 7(3), 42-49.
Anggorowati, E. A. (2015). Analysis of service quality on building loyalty by using structural equation modelling method. Journal of the Civil Engineering Forum, 1, 57-62.
Anjalika, W. P. W., & Priyanath, H. M. S. (2018). Effect of Service Quality on Customer Satisfaction: An empirical study of customers who have bank accounts in both public and private banks in Sri Lanka. International Journal of Marketing and Technology, 8(1), 11-36.
Arokiasamy, A. R. A., & Abdullah, A. G. (2013). Service quality and customer satisfaction in the cellular telecommunication service telecommunication service provider in Malaysia. Journal of Arts, Science and Commerce, 4, 1-9.
Baruah, D., Nath, T. & Bora, D. (2015). Impact of service quality dimensions on customer satisfaction in telecom sector. International Journal of Engineering Trends and Technology, 27, 111-117.
Bharwana, T. K., Bashir, M., & Mohsin, M. (2013). Impact of service quality on customers’ satisfaction: a study from service sector especially private colleges of Faisalabad, Punjab, Pakistan. International Journal of Scientific and Research Publications, 3, 1-7.
Bradi?, M., Kosar, L., & Kalenjuk, B. (2013). Business guests satisfaction in the hotel industry: A case study of North American hotel chains. Turizam, 17(2), 60-70.
Chomeya, R. (2010). Quality of psychology test between Likert scale 5 and 6 points. Journal of Social Sciences, 6(3), 399-403.
Chong, Y. T., Lim, E. M., Ng, C. Y., & Wong, C. S. (2016). Factors that affecting customer satisfaction among local tourists towards budget hotels in Malaysia (Thesis). Retrieved from http://eprints.utar.edu.my/2017/1/MK-2016-1201475.pdf
Choy, J., Ma, N. L., & Koo, P. S. (2013). Performance measurement design for a parcel delivery company. Proceedings of the World Congress on Engineering, 3, Research Collection School of Information systems.
Cook, S. (2000). Customer Care. How to Create an Effective Customer Focus? (3rd ed.). London, Kogan Page.
Cronin, J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-67.
Datta, K. S., & Vardhan, J. (2017). A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE: A Management Students’ Perspective. SAGE Open, 7(1), 2158244016676294.
Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quality & Reliability Management, 27(6), 658–683.
Faryabi, M., Sadeghzadeh, K., & Saed, M. (2012). The effect of price discounts and store image on consumer's purchase intention in online shopping context case study: Nokia and HTC. Journal of Business Studies Quarterly, 4(1), 197-205.
Felix, R. (2017). Service quality and customer satisfaction in selected banks in Rwanda. Journal of Business & Financial Affairs, 6(1), 246-256.
Firdous, S. (2017). Impact of internet banking service quality on customer satisfaction. Journal of Internet Banking and Commerce, 22(1), 1-17.
George, A., & Kumar, G. S. G. (2014). Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 14(1), 73–85.
Ghalib, S. (2014). The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia. Inte
In-Text Citation: (Siali, Wen, & Hajazi, 2018)
To Cite this Article: Siali, F., Wen, A. W. S., & Hajazi, M. U. A. (2018). Booming of Online Shopping in Malaysia: Do Customers Satisfy with Parcel Delivery Service? International Journal of Academic Research in Business and Social Sciences, 8(12), 415–436.
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode