International Journal of Applied Business and International Management
Vol 7, No 1 (2022): April 2022

A Study of Courier Service Quality and Customer Satisfaction

Tang, Rui Qi (Unknown)
Tan, Ying Jie (Unknown)
Tan, Zhi Xuan (Unknown)
Tan, Yean Ting (Unknown)
Almawad, Ghezlan (Unknown)
Alosaimi, Asla (Unknown)

Article Info

Publish Date
14 May 2022

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.  

Copyrights © 2022




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
International Journal of Applied Business and International Management
Website

Abbrev

IJABIM

Publisher

AIBPM Publisher

Subject

Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

Description

The International Journal of Applied Business and International Management (IJABIM) is a peer-reviewed journal that provides a platform for scholars, professionals, and policymakers to share pioneering research in international business, management, and economics. Published quarterly, the journal ...