Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
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This Author published in this journals
All Journal International Journal of Applied Business and International Management
Tan, Ying Jie
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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A Study of Courier Service Quality and Customer Satisfaction Tang, Rui Qi; Tan, Ying Jie; Tan, Zhi Xuan; Tan, Yean Ting; Almawad, Ghezlan; Alosaimi, Asla
International Journal of Applied Business and International Management Vol 7, No 1 (2022): April 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v7i1.1447

Abstract

Courier services have grown in popularity due to the recent Covid-19 outbreak. We aim to examine how courier service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy can affect customer satisfaction. We conducted an online survey with 159 participants from Malaysia and Kuwait. We found that reliability, responsiveness, and empathy are significantly related to customer satisfaction. Furthermore, we identified that empathy is the most significant factor influencing customer satisfaction. Our study contributes to the prior research on customer satisfaction by showing that service quality dimensions play an important role in influencing customer satisfaction.  
Co-Authors Almawad, Ghezlan Alosaimi, Asla Tan, Yean Ting Tan, Zhi Xuan Tang, Rui Qi