The quality of service derived from online delivery service is very paramount to customers and the service providers since there is now a drastic shift by people to buy and sell via the old-style to doing businessonline and as such, quality of service delivery among other factors should be the hall mark. The aim of this paper is to investigate the factors affecting the quality of online delivery service among the students of University Malaysia Kelantan (UMK). The probability sampling technique with emphasis on simple random sampling technique was used in this study wheredata was obtained using questionnaire and analyzed using the Statistical Package for Social Science (SPSS) software from 385 respondents from UMK, City Campus. A pilot test on the validity of the questionnaire was conducted and the reliability test results show that all the variables are above 0.7 Cronbach’s Alpha value an indication of acceptability.The analytical results show that service speed, service price, information quality and perceived risk has positive affect on the online shoppers’ perception towards delivery service quality of online shopping. While, Pearson correlation revealed that service speed and information quality obtained the value under the high positive correlation; service price and perceived risk under negligible correlation. In testing the hypotheses of the study, itindicates that service speed and information quality hypotheses have strong relationship with the dependent variable while service price and perceived risk hypotheses had very low relationship with the dependent variable. This study was therefore based on the SERVQUAL model to determine customers perception on online shopping context. The study recommends that different methodologies can be used by future researchersby conducting interview, or broadening the scope of the study in order to find out the exact perception of customers like students on online shopping towards delivery service quality of online shopping.Therefore, the result of this study can be used as a reference by the practitioners or the online stores, enrich the body of knowledge as well as form basis for future researchers that are interested in this field.
A convenient and reliable transport system is integral for every country’s development and this study investigates the factors that influence passengers’ preference towards public bus transportation from Kelantan to Northern Region. The number of passengers who travel to Northern Region by public bus transportation is larger than using train and flight. This research adopted quantitative method where a total of 384 respondents who are using express bus to commute to their destinations. This study was performed in Kota Bharu, Kelantan using simple random sampling technique. The study tested the hypothesis that the factors are positively related to the passengers’ preference. The reliability and Pearson Correlation was also tested with the help of Cronbach’ Alpha. The findings of this study show that factorssuch as accessibility, convenience and safety, play considerable role in promoting the use of public bus transportation. However, the study revealed that price of the bus ticket was the leading factor that influence passengers’ preference. The results of this study will be helpful to the management of bus operators in their effort to continuously upgrade their services for their customer services and recommends that future studies should be conducted using a large sample size and also involve other bus transport service providers in other states or Malaysia as a whole.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
customersupport@researchsolutions.com
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.