A Study of The Demand for Courier Service Industry in Malaysia

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.