A Study of The Demand for Courier Service Industry in Malaysia

  • Muhammad Chusnul Defry University College of Yayasan Pahang
  • Nurathirah Fatin Ahirudin University College of Yayasan Pahang
  • Wan Nur Fatihah Hariri Wan Mohamad University College of Yayasan Pahang
  • Kishalini Kumaran University College of Yayasan Pahang
  • Anashuha Azrul University College of Yayasan Pahang
  • Nazlan Nazidin Mohamed University College of Yayasan Pahang
Keywords: Customer Service, Logistics, Customer Satisfaction

Abstract

With economic development, courier service companies have grown faster. Then, within the fierce competition, quality of service becomes more and more important within the courier company, and it becomes the core competitiveness of courier service companies. This study is to examine the link between the service that has been provided by the courier service company towards customer satisfaction which also leads to the demand for it. The paper contributes to our knowledge of customer satisfaction by presenting some factors from a customer perspective and by delivering a good approach to specialize in the important dimensions within the parcel service delivery business. An online self-administered questionnaire focused on customer satisfaction was distributed to 100 respondents in Malaysia. Pearson’s correlation analysis has revealed that each one of the factors is positively related to customer satisfaction with a moderate correlation. The knowledge of changing customer expectations enables the courier company to take it as a recommendation to adapt to customers in gaining a competitive advantage in the global market.

Author Biographies

Nurathirah Fatin Ahirudin, University College of Yayasan Pahang

Student of Business Administration at Faculty of Management, University College of Yayasan Pahang, Malaysia. Her research interest includes Human Resources, Finance, and Business Development. 

Wan Nur Fatihah Hariri Wan Mohamad , University College of Yayasan Pahang

Student of Business Administration at Faculty of Management, University College of Yayasan Pahang, Malaysia. Her research interest includes Human Resources, Finance, and Business Development.

Kishalini Kumaran, University College of Yayasan Pahang

 Student of Business Administration at Faculty of Management, University College of Yayasan Pahang, Malaysia. Her research interest includes Human Resources, Finance, and Business Development.

Anashuha Azrul, University College of Yayasan Pahang

Student of Business Administration at Faculty of Management, University College of Yayasan Pahang, Malaysia. Her research interest includes Human Resources, Finance, and Business Development.

Nazlan Nazidin Mohamed , University College of Yayasan Pahang

Lecturer at Faculty of Management, University College of Yayasan Pahang, Malaysia. His research interest includes Marketing and Management.

Published
2022-11-16
How to Cite
Defry, M. C., Ahirudin, N. F., Wan Mohamad , W. N. F. H., Kumaran, K., Azrul, A., & Mohamed , N. N. (2022). A Study of The Demand for Courier Service Industry in Malaysia. Journal of Management and Business Studies , 1(1), 107-120. Retrieved from https://journal.ucyp.edu.my/index.php/JMBS/article/view/151
Section
Articles