Page 778 - MARSIUM'21 COMP OF PAPER

757 Siti Amira & Dr. Adaviah (2022)

PRESENTATION
FINAL YEAR

PROJECT JAN 2022
AHIBS UTM

Measuring customer satisfaction for courier services using

SERVPERF: A case study of Ninja Van

SITI AMIRA BINTI SAIM, DR ADAVIAH BINTI MAS’OD

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

*Corresponding author: sasaim@graduate.utm.my & adaviah@utm.my

Abstract
Customer satisfaction is a metric that evaluates how satisfied customers are with a business's products, services, and
capabilities. Information on customer satisfaction, such as surveys and ratings, can aid a firm in determining how to enhance
or modify its products and services. The primary goal of any business should be to satisfy its customers. This remains true for
business organizations, retail and wholesale businesses, government agencies, service enterprises, nonprofit organizations,
and every subgroup within a company. In order to increase the customer satisfaction, company should meet their expectation.
The objective of this study is to look at the level of customer satisfaction towards the courier services such Ninja Van. This
study uses a SERVPERF method and quantitative sampling method. Statistical analysis with mean (average) and percentage
tests is used to measure the level of customer satisfaction towards the Ninja Van services in Pasir Gudang. Hence, this study
explains that SERVPERF is actually can be used to measure the level of customer satisfaction.

Keywords: Level, Servperf, Customer satisfaction, courier services, Pasir Gudang)

■ 1.0 INTRODUCTION

Logistics companies help companies in planning, implementing, and executing the movement and storage of goods,
resources, and services from point of origin to point of consumption throughout the supply chain. Transportation, shipping,
warehousing, packing, disposal, and security are all possible options. In Malaysia we have several brands of company that
implementing logistic business. As an example, is Ninja Van company. Ninja Van is a tech-enabled express logistics company
in Southeast Asia that provides hassle-free delivery services to companies of all sizes. Ninja Van began operations in Singapore
in 2014 and since then has grown to become the region's largest and fastest-growing last-mile logistics provider, with a network
spanning six Southeast Asian countries: Singapore, Malaysia, Philippines, Indonesia, Thailand, and Vietnam. ‘Connecting
Southeast Asia to a world of possibilities, one delightful delivery at a time’ is its mission since the opening of their company
with the slogan ‘We take the hassle Out your parcel’. The development of Ninja Van company consists of three founder which
they are Mr. Lai Chang Wen, Mr. Shaun Chong and Mr. Tan Boxian.

1.1 Problem Statement

Ninja Van branch in Kota Puteri, Pasir Gudang was established in 18 March 2021. This company was owned by Mrs. Salbiah
and her partner, Mr. Hafizudin bin Muhamad. The owner got the inspiration to open that Ninja Van company on that area is
starting from late December 2020 when she had to close their company because of her business in pilgrimage clothes’ sales is
dropping since this pandemic was started. She had proposed Mr. Hafiz to join her because of Mr. Hafiz already have some working
experience in logistic company. Besides, in late February 2021, they heard the controversy about the J&T Express company. So,
they grab that opportunity to open their branch on early March 2021. For the early stage of development, they only have one staff
which is responsible to handle the reception. During this pandemic, people are more preferred to shopping through online. This
kind of behavior will tend to increasing the uses of courier services but we found that there are some problems companies had to
faced.

The lists of problem Ninja Van had faced for their company are started with a lack of awareness on the Ninja Van
existence. The failure to be attention, watchful, or observant in the environment or on the job can be defined as a lack of
awareness. This is because people did not aware about the existing of Ninja Van in that Pasir Gudang area. Possibilities, since

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