Why Customers Intend to Use Express Delivery Services

Abstract

The aim of this research was to better understand the effects of products quality, price reasonableness, brand image, and attitude towards customer's intention. This research was guided by four research questions: What product quality has a positive influence on express delivery services a positive attitude? What price reasonableness positive influence on attitude to use express delivery services? What positive effect on brand image expresses delivery services? What positive attitude influence on intention to use express delivery services? The methodology employed was survey of 100 customers plus in-depth interviews with courier service operators. Interviews and survey were conducted from August to October 2015. This research was used SEM techniques for data analyze. The results confirmed there was no relationship between products quality, price reasonableness and attitude. Furthermore, brand image has influence attitude. The mediating role effects of costumer's attitude for product quality, price reasonableness and brand image towards customer's intention offer new insight into antecedents on costumer's intention in a high influence. This study presents an original contribution to understanding brand image effect and its attributes either directly or through attitude towards customer's intention is determine.

“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services

“…The express delivery services (EDS) sector, which includes the activities of collecting, transporting, and delivering documents, packages, and other goods from door to door in a limited time frame [1], is experiencing very significant growth worldwide due to changes in traditional consumption habits in the online consumption of both end customers (B2C) and businesses (B2B). In addition, this growth has been accentuated by the recent global pandemic caused by COVID-19 (acronym for coronavirus disease 2019), which has driven and entrenched this new type of consumption [2].…”

“…1 Notes: Mean = the average score for all the items included in this measure; SD = standard deviation; CA = Cronbach's alpha; CR = composite reliability; AVE = average variance extracted; REP: repurchase; ADV: advocacy; SAT: customer satisfaction; SC: switching cost; CPV: customer perceived value; TRU: trust.…”

“…1 Notes: REP: repurchase; ADV: advocacy; SAT: customer satisfaction; SC: switching cost; CPV: customer perceived value; TRU: trust.…”