A Study on the Consumer Satisfaction on Postal Article Safety Through Last Mile Delivery for the Postal and Courier Industry

  • Nurnaddia Nordin
  • Nurhaiza Nordin
  • Nik Syuhailah Nik Hussin
  • Zuraimi Abdul Aziz
  • Dzulkifli Mukhtar

Abstract

The customer satisfaction is closely linked to the security and integrity of postal items at the last mile delivery stage in the ever-changing postal and courier sector. This research explores the complex world of consumers' experiences and perceptions of their packages' safety on the last leg of delivery. The research design in this study is quantitative. A quantitative research design involves the collection and analysis of numerical data to understand and quantify consumer experiences with last-mile parcel delivery. Total sample about 245 questionnaires were collected and the analysis using SPSS software. The goal of the inquiry is to comprehend customer behaviours, expectations, and concerns regarding the safety of postal articles during last-mile delivery. Important components, including handling procedures, delivery schedules, communication efficacy, and package quality, will be closely examined to see how they affect customer satisfaction and confidence in the postal and courier services. The objective of this study is to examine the factors influence consumer perceptions on the practice of parcel delivery at the doorstep when not at home for service improvement to ensure parcel safety. This study aims to provide useful information to industry stakeholders by highlighting the postal article safety customer experience. The results are anticipated to guide tactics and procedures that improve the security measures used by courier and postal services, eventually encouraging a customer-focused strategy throughout the last-mile delivery stage. The results of this study seek to optimise postal item safety, assuring a good and secure customer experience in the constantly changing world of postal and courier logistics, as the sector grapples with elevated consumer expectations and changing market dynamics     

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Published
2024-04-30
How to Cite
NORDIN, Nurnaddia et al. A Study on the Consumer Satisfaction on Postal Article Safety Through Last Mile Delivery for the Postal and Courier Industry. International Journal of Business and Technology Management, [S.l.], v. 6, n. 1, p. 539-552, apr. 2024. ISSN 2682-7646. Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/26404>. Date accessed: 13 june 2024.
Section
English Section