Factors that Influence Students’ Perception towards Customer Satisfaction on Delivery Service

Authors

  • Nurul Izyan Mat Daud Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Nik Madeeha Nik Mohd Munir Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Noor Raihani Zainol ANGKASA-UMK Research Academy (AURA), Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Ang Chia Sin Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Asyuhada Zoolkiflie Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Nur Izzah Afifah Abdullah Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • Siti Najihah Aznan Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia
  • K. K. Viswanathan Department of Mathematical Modeling, Faculty of Mathematics, Samarkand State University, 15, University Boulevard, Samarkand, 140104, Uzbekistan

DOI:

https://doi.org/10.37934/sijeebd.1.1.4856

Keywords:

Customer satisfaction, delivery services, parcel tracking, courier services, regression analysis

Abstract

Courier business have seen a significant transformation with the advent of digital platforms that offer convenience, faster and efficient to deliver online purchases to customers. Therefore, customer satisfaction directly correlates with the sustainability of delivery services. This study is carried out to analyse the association between delivery services features (delivery efficiency, parcel tracking, smooth delivery, and convenience) and customer satisfaction among students of Universiti Malaysia Kelantan (UMK) in Pengkalan Chepa. Non-probability convenience sampling was used in this study and the questionnaires were distributed by Google Forms. The study received a response from 376 respondents from students of UMK. Collected data was analysed using SPSS. The study is implemented descriptive analysis and multiple linear regression to analyze the data. Result showed that all independent variables of delivery services (delivery services, parcel tracking, smooth delivery, and convenience) are significantly affect customer satisfaction. Results also revealed that the most significance factor that affect the customer satisfaction on delivery services is parcel tracking. Therefore, these findings will enhance the quality and sustainability of courier services. It also offers guidelines to industries, policymakers and stakeholders.

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Author Biographies

Nurul Izyan Mat Daud, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

izyan.md@umk.edu.my

Nik Madeeha Nik Mohd Munir, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

nmadeeha@umk.edu.my

Noor Raihani Zainol, ANGKASA-UMK Research Academy (AURA), Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

raihani@umk.edu.my

Ang Chia Sin, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

a20a1267@siswa.umk.edu.my

Asyuhada Zoolkiflie, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

a20a2111@siswa.umk.edu.my

Nur Izzah Afifah Abdullah, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

a20a1746@siswa.umk.edu.my

Siti Najihah Aznan, Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, 16100 Kota Bharu, Kelantan, Malaysia

a20a1964@siswa.umk.edu.my

K. K. Viswanathan, Department of Mathematical Modeling, Faculty of Mathematics, Samarkand State University, 15, University Boulevard, Samarkand, 140104, Uzbekistan

visu20@yahoo.com

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Published

2024-09-30

How to Cite

Mat Daud, N. I., Nik Mohd Munir, N. M., Zainol, N. R., Ang Chia Sin, Zoolkiflie, A., Abdullah, N. I. A., … Viswanathan, K. K. (2024). Factors that Influence Students’ Perception towards Customer Satisfaction on Delivery Service. Semarak International Journal of Entrepreneurship, Economics and Business Development, 1(1), 48–56. https://doi.org/10.37934/sijeebd.1.1.4856

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