Evaluation of the Customer Satisfaction of the Courier Companies using the SERVQUAL Model: Basis for Client Action Plan
Author(s)
Dr. Fhrizz S. De Jesus , Prof. Winnie C. Villanueva ,
Download Full PDF Pages: 28-46 | Views: 405 | Downloads: 97 | DOI: 10.5281/zenodo.6535153
Abstract
The topic of distribution for the Courier's firm will be discussed in this study. The Evaluation of the Customer Satisfaction of the Courier Companies using the SERVQUAL Model: was assessed using descriptive analysis in this study. To collect research data, a survey was performed, which will be done utilizing the approach. Individual consumers who had problems using the courier distribution to order items through the Internet/online received questionnaires. Due to the global pandemic, this study was done over the internet in General Mamerto Natividad, Nueva Ecija. From August to September 2021, the researchers acquired all of the data. This study provides, analyzes, and evaluates all of the data collected in textual and tabular forms in order to address the study's concerns. According to the gathered data most of the respondents considered courier services that acknowledge regular customer were critical to business success. The findings of the SERVQUAL study indicate a notable degree of concern given to customers near transaction point, having personnel with clean and neat appearance affect the image of the courier company. The findings and outcomes of this study may have important implications for profitability, attracting new customers, and analyzing client preferences through the usage of the SERVQUAL MODEL
Keywords
Courier Service Company, SERVQUAL MODEL, Customer Satisfactions, Action Client Plan
References
i. 6 reasons why a strong brand is important for your small business (2021) Retrieved from https://www.deluxe.com/blog/six-reasons-why-strong-brand-important-small-business/ Date Accessed on October 3, 2021
ii. Badruldin, B., Mohamed, Z., Sharifuddin, J., Rezai, G., Abdullah, A. M., Abd Latif, I., & Mohayidin, M. G. (2012). Clients' perception towards JAKIM service quality in Halal certification. Journal of Islamic Marketing. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Badruldin%2C+Mohamed%2C+Sharifuddin%2C+Rezai%2C+Abdullah%2C++Latif+and+Mohayidin.+%282012%29%2C+%E2%80%9CClients%27+perception++towards+JAKIM+service+quality&btnG=#d=gs_qabs&u=%23p%3D7NC5XMEEj3kJ Date Accessed on October 1, 2021
iii. Brink, A., & Berndt, A. (2009). Relationship marketing and customer relationship management: Juta and Company Ltd. Retrieved from https://books.google.de/books/about/Relationship_Marketing_and_Customer_Rela.html?id=4bCVObO6xDsC&redir_esc=y Date Accessed on October 1, 2021
iv. Collecting and storing customer information (2021). Retrieved from https://www.business.qld.gov.au/running-business/consumer-laws/customer-service/customer-information Date Accessed on October 3, 2021
v. Cooper Smith (2015). Gen X and baby boomers present a huge opportunity for online retailers. Retrieved from https://www.google.com/amp/s/www.businessinsider.com/the-age-demographics-of-who-shops-online-and-on-mobile-2015-4%3famp Date Accessed on October 3, 2021
vi. Diaz, Rowell (2019) Quality of Service of Selected Courier Service Company in Cabanatuan City: It's Implication to Customer Satisfaction, Retrieved from https://www.researchgate.net/publication/333809480_Quality_of_Service_of_Selected_Courier_Service_Company_in_Cabanatuan_City_It's_Implication_to_Customer_Satisfaction Date Accessed on October 1, 2021
vii. Edmunds, R., Thorpe, M., & Conole, G. (2012). Student attitudes towards and use of ICT in course study, work and social activity: A technology acceptance model approach. British journal of educational technology, 43(1), 71-84. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Edmunds%2C%09R.%2C%09Thorpe%2C%09M.%2C%09%26%09Conole%2C%09G.%09%282010%29.%09Student%09attitudes%09towards%09and%09use%09of%09ICT%09in%09course%09study%2C%09work%09and%09+social%09activity%3A%09A%09technology%09acceptance%09model%09approach%2C%09British%09Journal%09of%09Educational%09Technology.%0943%281%29%2C%0971-84.&btnG=#d=gs_qabs&u=%23p%3DHnboTThj8rsJ Date Accessed on October 3, 2021
viii. Escarpment (2017). 6 BENEFITS OF USING COURIER SERVICES. Retrieved from https://www.escarpmentfund.ca/6-benefits-of-using-courier-services/ Date Accessed on October 3, 2021
ix. Ghoumrassi, A., & Țigu, G. (2019). The impact of the logistics management in customer satisfaction. LAP LAMBERT Academic Publishing. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=+Ghoumrassi%2C+Amine+%26+Tigu%2C+Gabriela.+%282017%29.+The+impact+of+logistics+management+in+customer++satisfaction.+Proceedings+of+the+International+Conference+on+Business+Excellence.+11.+10.1515%2Fpicbe-+2017-0031&btnG=#d=gs_qabs&u=%23p%3DFrzAimY6DJcJ Date Accessed on October 1, 2021
x. Hong, W., Zheng, C., Wu, L., & Pu, X. (2019). Analyzing the relationship between consumer satisfaction and fresh e-commerce logistics service using text mining techniques. Sustainability, 11(13), 3570. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=+Hong%2C+Wei+%26+Zheng%2C+Changyuan+%26+Wu%2C+Linhai+%26+Pu%2C+Xujin.+%282019%29.+Analyzing+the+Relationship++between+Consumer+Satisfaction+and+Fresh+E-Commerce+Logistics+Service+Using+Text+Mining++Techniques.+Sustainability.+11.+3570.+10.3390%2Fsu11133570.&btnG=#d=gs_qabs&u=%23p%3DltCnlyyHZKoJ Date Accessed on October 1, 2021
xi. Jamal, H. Z., Mahamed Ali, F., & Azmi, R. (2018). The relationships between service quality and customer satisfaction of a courier service provider: towards more focus approach. Academic Journal of Business and Social Sciences (g), 2, 1-13. Retrieved from https://ir.uitm.edu.my/id/eprint/29994/ Date Accessed on October 1, 2021
xii. Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service management. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Measuring+consumer+perceptions+of+online+shopping+convenience&btnG=#d=gs_qabs&u=%23p%3DlS6ZhuEu79MJ Date Accessed on October 3, 2021
xiii. Johnson, E. H. I. G. I. E., & Karley, J. (2018). Impact of service quality on customer satisfaction. Retrieved from https://www.diva-portal.org/smash/record.jsf?pid=diva2%3A1246475&dswid=8401 Date Accessed on October 2, 2021
xiv. Ken Lloyd (2021). Employee Appraisal Phrases: Job Knowledge and Expertise. Retrieved from https://www.dummies.com/business/human-resources/employee-relations/employee-appraisal-phrases-job-knowledge-and-expertise/ Date Accessed on October 3, 2021
xv. Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS), 8(2), 331-354. Retrieved from https://www.econstor.eu/handle/10419/188141 Date Accessed on October 2, 2021
xvi. Manon Ricou (2020). Pickup Points: what benefits for your E-commerce? Retrieved from https://www.blog.shippypro.com/advantages-drop-off-points-for-ecommerce/ Date Accessed on October 3, 2021
xvii. Michael Weinhouse (2018). Why You Should Be Radically Transparent With Your Customers Retrieved from https://www.google.com/amp/s/www.forbes.com/sites/forbesagencycouncil/2018/04/16/why-you-should-be-radically-transparent-with-your-customers/amp/ Date Accessed on October 3, 2021
xviii. Naidoo, V. (2011, October). Managerial Issues Associated with Service Quality-The Case of the University of Kwa-Zulu-Natal. In ICBER 2011 Conference. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Naidoo%2C+V.+%282011%29.+Managerial+Issues+Associated+with+Service+Quality-The+Case+of++the+University+of+Kwa-Zulu-Natal.+In+ICBER+2011+Conference.&btnG=#d=gs_qabs&u=%23p%3Db23qW2i0NWgJ Date Accessed on October 2, 2021
xix. Ok, S., Suy, R., Chhay, L., & Choun, C. (2018). Customer satisfaction and service quality in the marketing practice: Study on literature review. Asian Themes in Social Sciences Research, 1(1), 21-27. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Ok%2C+S.%2C+Suy%2C+R.%2C+Chhay%2C+L.%2C+%26+Choun%2C+C.+%282018%29.+Customer+Satisfaction+and+Service+Quality+in+the++Marketing+Practice%3A+Study+on+Literature+Review.+Asian+Themes+in+Social+Sciences+Research%2C+1%281%29%2C+&btnG=#d=gs_qabs&u=%23p%3DU3j-lA8hGpsJ Date Accessed on October 1, 2021
xx. Owusu‐Frimpong, N., & Nwankwo, S. (2012). Service quality orientation: an approach to diffusing mindfulness in SMEs. International Journal of Quality & Reliability Management. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Owusu-Frimpong%2C+N.+and+Nwankwo%2C+S.+%282012%29%2C++%E2%80%9CService+quality+orientation%3A+an+approach+to+diffusing++mindfulness+in+SMEs%E2%80%9D%2C+International+Journal+of++Quality+%26+Reliability+Management%2C+29%286%29%3A681-698.&btnG=#d=gs_qabs&u=%23p%3DqwFWCpgcHbgJ Date Accessed on October 1, 2021
xxi. Parasuraman, A Parsu & Zeithaml, Valarie & Berry, Leonard. (1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL). The Journal of Marketing. 49. 41-50. 10.2307/1251430. Retrieved from https://www.researchgate.net/publication/225083670_A_Conceptual_Model_of_Service_Quality_and_its_Implication_for_Future_Research_SERVQUAL Date accessed November 6, 2021
xxii. Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40. Retrieved from https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality Date Accessed on October 1, 2021
xxiii. Pena, M. M., Silva, E. M. S. D., Tronchin, D. M. R., &Melleiro, M. M. (2013). The use of the quality model of Parasuraman, Zeithaml and Berry in health services. Revista da Escola de Enfermagem da USP, 47(5), 1227-1232. Retrieved from https://doi.org/10.1590/S0080-623420130000500030 Date Accessed on October 1, 2021
xxiv. Raosoft, I. (2011). Sample Size Calculator. Sample Size Calculator link - http://www.raosoft.com/samplesize.html Date Accessed on October 3, 2021
xxv. Saliba, K., & Zoran, A. G. (2018). Measuring higher education services using the SERVQUAL model. Journal of Universal Excellence, 4, 160-179. Retrieved from https://scholar.google.com/scholar?start=40&q=Servqual+model&hl=tl&as_sdt=0,5&as_ylo=2017#d=gs_qabs&u=%23p%3DOYYBTOJ-4ygJ Date Accessed on October 1, 2021
xxvi. Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379. Retrieved from https://www.researchgate.net/publication/235299219_The_relationship_between_service_quality_and_customer_satisfaction-a_factor_specific_approach Date Accessed on October 2, 2021
xxvii. Terrique Faro (2021). How Important is Appearance in the Workplace? Retrieved from https://www.google.com/amp/s/www.skillsportal.co.za/content/how-important-appearance-workplace%3famp Date Accessed on October 3, 2021
xxviii. The Benefits of Equipping Your Employees With the Right Tools (2017). Retrieved from https://www.safecutters.com/blog/the-benefits-of-equipping-your-employees-with-the-right-tools/ Date Accessed on October 3, 2021
xxix. The Benefits of Having a Skilled Workforce (2019) Retrieved from https://www.advancedgroupservices.com.au/the-benefits-of-having-a-skilled-workforce/ Date Accessed on October 3, 2021
xxx. The Importance of Customer Recognition by The Siliconreview (2020). Retrieved from https://thesiliconreview.com/2020/09/the-importance-of-customer-recognition#:~:text=The%20Value%20of%20Appreciating%20Your%20Customers&text=Additionally%2C%20when%20you%20show%20your,you%20achieve%20your%20sales%20goals Date Accessed on October 3, 2021
xxxi. What is Customer Satisfaction? (2020). Retrieved from https://asq.org/quality-resources/customer-satisfaction#:~:text=Customer%20satisfaction,%20is%20defined%20as,%20changes%20in%20its%20products%20and%20services Date Accessed on October 1, 2021
xxxii. Wiid, J. A., Cant, M. C., & Prinsloo, C. CUSTOMER EXPECTATIONS AND SERVICE DELIVERY: ARE SME’S AWARE OF THE SERVICE QUALITY STANDARDS GAP?. CORPORATE OWNERSHIP & CONTROL, 175. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=CUSTOMER+EXPECTATIONS+AND+SERVICE+DELIVERY%3A+ARE++SME%E2%80%99S+AWARE+OF+THE+SERVICE+QUALITY+STANDARDS+GAP%3F&btnG=#d=gs_qabs&u=%23p%3DbKxR0plfNYcJ Date Accessed on October 1, 2021
xxxiii. Women like online shopping more than men, claims report (2018). Retrieved from https://www.retailcustomerexperience.com/news/women-like-online-shopping-more-than-men-claims-report/ Date Accessed on October 3, 2021
xxxiv. Yadav, M. K., & Rai, A. K. (2015). Exploring the relational impact of service quality on customer satisfication. Ushus Journal of Business Management, 14(4), 17-31. Retrieved from https://scholar.google.com/scholar?hl=tl&as_sdt=0%2C5&q=Yadav%2C+M.K+%26+Rai%2C+A.K.+2015.+Exploring+the+Relational+Impact+of+Service+Quality+on+Customer+Satisf&btnG=#d=gs_qabs&u=%23p%3DZaH6PXYmr00J Date Accessed on October 1, 2021
Cite this Article: