Page 38 - MARSIUM'21 COMP OF PAPER

APPLICATION OF SERVPERF MODEL TO EVALUATE CUSTOMER

SATISFACTION IN THE COURIER INDUSTRY: A CASE STUDY ON J&T

EXPRESS MALACCA

Jamy Ong Swee Ai, Dr Adaviah Binti Mas’od

Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor Bahru

*Corresponding author: ong.swee@graduate.utm.my , adaviah@utm.my

Abstracts

The aim of this research is to evaluate the level of customer satisfaction using SERVPERF scale by a

courier service which is J&T Express Kota Shahbandar Malacca. A set of questionnaires will be given to

the customer of J&T Express Malacca through Google Form to measure the satisfaction level. The survey
data were collected via snowballing sample where selected customer who had experienced using the

selected courier service provider during Covid 19 pandemics. A multiple regression analysis is used to
identify the links between each independent variable and customer satisfaction in order to achieve the

research objectives. This research found that only responsiveness and tangible dimension had a
relationship with the level of customer satisfaction at the J&T Express Kota Shahbandar Malacca. The

limitation of this research is there no research on measuring customer satisfaction in courier services

industry using SERVPERF scale. The future researcher can recreate this research in a larger scale where
various courier services need to be included to get a specific data about the service quality of courier

services industry. For theoretical implication, this is one of the earliest research projects that investigate

the customer satisfaction of courier industry using SERVPERF scale. For practical, this research will
assist the manager of the branch in being more aware on providing an efficient service to their customer.

Keywords: SERVPERF, Customer Satisfaction, Courier Service

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