Multi-stakeholder perspective of courier service quality in B2C e-commerce

Gulc, Aleksandra

doi:10.1371/journal.pone.0251728

Cited by 16 publications

(11 citation statements)

References 42 publications

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“…Conversely, factors related to visual identification and social responsibility have been comparatively less significant in shaping customer perceptions of service quality. With the advent of IoT technology, the impact on these critical dimensions of reliability and their subsequent influence on customer satisfaction in the courier industry warrants a closer examination [24]. Ensuring the timely delivery of packages is of utmost importance in delivering top-notch customer service.…”

Section: Iot Role In Enhancing Customer Service In Courier Industrymentioning

confidence: 99%

IoT in Courier Services: Impact on Customer Satisfaction and Supply Chain Sustainability

Prapinit,

Kafi,

Osman

et al. 2024

IJSDP

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The increasing importance of integrating the Internet of Things (IoT) within the courier service sector in today's digital landscape highlights the necessity for an in-depth examination of how IoT intricately affects customer satisfaction and the sustainability of supply chains in this industry. The objective of this study is to assess the impact of IoT on both customer service and the sustainability of supply chains, with a specific focus on electronic document management, route optimization, and real-time information. A random sampling survey technique was employed to collect data from 310 participants in the Malaysian courier service company in the year 2022. The data analysis primarily relied on quantitative methods, with the utilization of multiple regression analysis as a key technique for evaluating the effects. The outcomes of this study provide validation for our hypotheses concerning the positive influence of electronic document and route optimization, while also emphasizing the critical aspect of managing real-time information. These findings contribute invaluable insights for courier service companies striving to harness the capabilities of IoT to enhance service quality and promote sustainable operations. Future research directions may delve deeper into the intricate dynamics of IoT's role to explore its scalability and cost-effectiveness within courier service companies.

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Section: Iot Role In Enhancing Customer Service In Courier Industrymentioning

confidence: 99%

IoT in Courier Services: Impact on Customer Satisfaction and Supply Chain Sustainability

Prapinit,

Kafi,

Osman

et al. 2024

IJSDP

View full text Add to dashboard Cite

show abstract

“…The emphasis in this sense is based on the type of service provided, namely delivery services from one place (sender) to another (recipient). The main service of the courier business is delivery services (delivery), so the difference from this business lies in the speed of delivery [11], [12]. Courier business can cover areas within one city or country or regional or global services (various countries).…”

Section: B Logistics Service Activity For Courier Businessmentioning

confidence: 99%

“…It can be in the form of an evaluation between time or between transactions from the courier service is satisfactory [15], [16]. Some aspects assessed on the LSQ are reliability of delivery deadlines, agility in delivery, delivery of correct quantity and correct product; no damage to goods, the flexibility of services provided, problem-solving, traceability, communication, trust, and knowledge [12]. This study discusses the achievement of quality targets to be achieved to minimize processing time or delivery time so that consumers can receive goods on schedule.…”

Section: Logistics Service Quality (Lsq)mentioning

confidence: 99%

Enhanced Technology for Logistics Courier Delivery Using RFID Label to Minimize Processing Time

Novitasari

Anwar²

2022

JOIV : Int. J. Inform. Visualization

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Courier services have become a sector that has experienced a growth spurt during the Covid-19 pandemic. The soaring growth of courier services is due to e-commerce in Indonesia. Increased people's digital activities show this during the pandemic, including online or online shopping. Data from the Indonesian Ministry of Finance shows that purchase transactions via e-commerce increased 18.1 percent to 98.3 million, with a total transaction value of 9.9 percent to Rp20.7 trillion. Fast and efficient delivery and pick-up of goods is the core operation of courier services. The biggest challenge for courier service providers is how to compete with other companies that offer the same type of service. Service users are increasingly demanding the security and reliability of delivery services so that they can meet the expectations of service users. The expectations of service users used as targets for company achievement are (1) reliability (on time, accuracy, integrity), (2) convenience (collecting units, delivery coverage, operating hours), (3) services, and (4) cost. Based on the activities in courier services, the potential for errors or inefficiencies in processing time is in the pre-delivery activities. In the pre-delivery activity is also the initial activity used to input the data base, collect goods, distribute goods and so on. This research proposes that RFID Label technology can overcome errors and increase process time efficiency in shipping goods on courier services, especially in pre-delivery and delivery activities.

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“…Technology users can express their level of satisfaction resulting from the quality of information and the system (Gulc, 2020(Gulc, , 2021. User satisfaction with e-learning is often used to measure learners' attitudes (Wu et al, 2010).…”

Section: Satisfaction Vs the Future Intention To Usementioning

confidence: 99%

Factors Influencing Satisfaction and Future Intention to Use E-Learning at the University Level

Ejdys¹

2022

Foresight and STI Governance

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With the growing interest in e-education, particularly in the context of the pandemic, more scientific studies have been undertaken recently to analyze and identify factors influencing e-learning acceptance. Indeed, e-learning acceptance depends on many different factors, but no consensus has been reached on factors that contribute most to the acceptance of e-learning solutions. Consequently, this article ascertains the factors and their relationships behind the satisfaction and the future intention to use e-learning among Polish university students. From among the factors analyzed in the literature, the author examined the relationship between computer self-efficacy (CSE), facilitating conditions (FC), satisfaction (S) and the future intention to use e-learning (FI). Data were gathered using structured questionnaires and computer-assisted web interviewing (CAWI). Students at Bialystok University of Technology (Poland) were sent an electronic link to the questionnaires using the internal e-mail system. Eight hundred three forms were returned fully filled out. Aiming to ascertain the extent to which measured variables describe the number of constructs, the author made the Confirmatory Factor Analysis (CFA). The Generalized Least Squares (GLS) estimator was used to calculate the values of model parameters.The results confirmed that higher computer self-efficacy and better facilitation conditions result in greater user satisfaction with e-learning. However, facilitating conditions impact user satisfaction more than computer self-efficacy construct variables. Based on the findings, user satisfaction is a strong anticedents of the future intention to use e-learning.

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Multi-stakeholder perspective of courier service quality in B2C e-commerce

Cited by 16 publications

References 42 publications

IoT in Courier Services: Impact on Customer Satisfaction and Supply Chain Sustainability

IoT in Courier Services: Impact on Customer Satisfaction and Supply Chain Sustainability

Enhanced Technology for Logistics Courier Delivery Using RFID Label to Minimize Processing Time

Factors Influencing Satisfaction and Future Intention to Use E-Learning at the University Level

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