Factors Influencing the Service Quality for Customer Satisfaction on Parcel Service Safety in the Postal and Courier Industry: Analysis Using Structural Equation Modelling.
In the courier sector, the effectiveness and dependability of the last-mile delivery phase are crucial factors in determining the total quality of service provided to customers. Courier services are also expected to provide valuable service quality to their customers. Even though the growth trend is...
| Publicado en: | Pertanika Journal of Social Sciences & Humanities Vol. 33; no. 2; pp. 587 - 618 |
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| Autores principales: | , , , , |
| Formato: | Artículo |
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Universiti Putra Malaysia
Apr2025
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=hlh&AN=185017059&site=ehost-live header: @attributes: shortDbName: hlh uiTerm: 185017059 longDbName: Humanities International Complete uiTag: AN controlInfo: bkinfo: jinfo: jid: 01287702 TKQ jtl: Pertanika Journal of Social Sciences & Humanities issn: 01287702 maglogo: N pubinfo: dt: Apr2025 vid: 33 iid: 2 pid: 20751 pub: Universiti Putra Malaysia artinfo: ui: 185017059 10.47836/pjssh.33.2.05 ppf: 587 ppct: 31 formats: fmt: @attributes: type: P size: 5MB tig: atl: Factors Influencing the Service Quality for Customer Satisfaction on Parcel Service Safety in the Postal and Courier Industry: Analysis Using Structural Equation Modelling. aug: au: Aziz, Zuraimi Abdul Nik Hussin, Nik Syuhailah Mukhtar, Dzulkifli Nordin, Nurnaddia Nordin, Nurhaiza affil: Department of Logistics and Operations Management, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia Department of Entrepreneurship and Industry, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia su: Quality of service Customer satisfaction Structural equation modeling Partial least squares regression Questionnaires sug: subj: Quality of service Customer satisfaction Structural equation modeling Partial least squares regression Questionnaires keyword: Courier service customer satisfaction last mile delivery postal service quality ab: In the courier sector, the effectiveness and dependability of the last-mile delivery phase are crucial factors in determining the total quality of service provided to customers. Courier services are also expected to provide valuable service quality to their customers. Even though the growth trend is encouraging, many courier companies find it difficult to capitalise on the rising demand for their services because of intense competition and industry pressure to reduce service rates. As customer expectations continue to rise, companies are exploring innovative solutions to improve last-mile delivery. Therefore, the study aims to determine how specific dimensions of service quality affect customer satisfaction in the courier industry. A convenient sampling approach was employed to gather data from 245 respondents who completed a survey questionnaire for this study. Further, hypotheses were tested through a quantitative method using partial least square structural equation modelling (PLS-SEM). This research revealed an insignificant effect of reliability, responsiveness and tangibility on customer satisfaction. In contrast, empathy and assurance were found to have a significant and positive effect on customer satisfaction. These findings establish a foundation for more in-depth research on how last-mile delivery contributes to customer satisfaction. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: Y custom: Copyright of Pertanika Journal of Social Sciences & Humanities is the property of Universiti Putra Malaysia and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. item: Pertanika Journal of Social Sciences & Humanities holder: Universiti Putra Malaysia dt: @attributes: year: 2025 holdings: @attributes: islocal: N |
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