Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Abstract

Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

“…Z. Rachmawati & Agus, 2020;Zhou, Zhang, & Ren, 2018). Moreover, together with these studies, several studies including (Chan, Ngai, & Moon, 2017;Ejdys & Gulc, 2020;M. Li et al, 2020;S.…”

“…The results of a study were found that the factors of system quality, information quality, and design quality that constitute the quality of business affect trust and satisfaction and affect transaction intention. Ejdys and Gulc (2020) stated that the more customers visit the website, the higher the likelihood of purchase on the website. Based on such prior research, the website quality factor, which is a logistical service factor before purchase, was redefined and a hypothesis was established about the relationship between trust and commitment.…”

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

“…Moreover, the scientific research conducted so far was mainly concentrated on identifying criteria/ attributes/factors affecting the courier service quality and the methods of evaluating them, omitting the existing relationship between the factors. The research on the courier service quality considered only one perspective, usually clients of courier services (individuals or business customers) [31][32][33][34][35][39][40][41][42] omitting the perspective of the sender-an online shop and a courier company. Considering the conclusions of analysed research on service quality, the article aims to analyse courier service quality from a multi-shareholder perspective, as it allows to formulate comprehensive and novel conclusions towards future directions of service quality.…”

“…The results confirmed statistically significant relationships between the variables or the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality, and, finally, the service quality and the future intention to use the service. The developed scale to measure the usefulness, the ease of use and customer trust in the context of courier service research was the most crucial contribution to the methodology [ 42 ].…”

Measurement of Customer Perceptions of Logistics Service Quality

“…Service quality determines the advantages of a company from competitors [3]. Along with the development of e-commerce, there is increasingly fierce competition among logistics service providers [4]. Quality of logistics services is recognized as a significant business component, competitiveness, and overall customer satisfaction [5].…”