Innovative Technology Adoption of Cross-Border Runners as a Trusted Service of Information Preservation

Abstract

As the courier service market becomes more competitive and the business environment changes, courier providers are being forced to become more customer-oriented and to establish long-term relationships with their clients. Courier companies presently place a strong emphasis on the quality of their services, as well as on customer satisfaction and loyalty. Customer satisfaction serves as a fundamental assessment of a company's service delivery system, whereas customer satisfaction is a “post-consumption” experience that evaluates perceived quality with expected quality. When a provider creates a benefit for consumers, it increases the likelihood that they will continue and even increase their use of the provider's courier services. Today's courier service providers are looking for ideas on how to increase customer loyalty and increase sales. Reduced marketing expenditures, more sales, and lower operating costs all contribute to the improved profit.