Booming of Online Shopping in Malaysia : Do Customers Satisfy with Parcel Delivery Service?

Fadilah, Binti Siali and Mohd Uzairi, Bin Ahmad Hajazi and Wong, Apple Su Wen (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). pp. 415-436. ISSN 2222-6990

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Abstract

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 ecommerce 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.

Item Type: E-Article
Uncontrolled Keywords: Customer Satisfaction, Online Shopping, Courier Service, Logistics, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, research, Universiti Malaysia Sarawak.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Gani
Date Deposited: 28 Dec 2018 01:06
Last Modified: 19 Jun 2019 01:04
URI: http://ir.unimas.my/id/eprint/22921

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