Page 779 - MARSIUM'21 COMP OF PAPER

758 Siti Amira & Dr. Adaviah (2022)

we are often having a Movement Control Order (MCO) in our country, so people might not have the opportunity to explore
more in surrounding Pasir Gudang area.

Besides, Ninja Van also received some complaints from the customers about their service provided towards the broken
packaging, time management and the attitude of their staff. In terms of packaging, customers might complaints about their
parcel especially for those who have a glass item inside, the possibility to broke is high. This problem may tend to lack of trust
among customer towards the Ninja Van services because customers were not confidence with the safety of their item to deliver.
Meanwhile, there are lack of time management performance which the duration of delivery parcel to customers takes a long
time. As example, it should be five days to arrival at the customers but then it takes until a week. In addition, the staff’s attitude
with not so friendly and rude make the situation become worse. Therefore, company need to refund the customer’s order. This
problem tends to decreasing the customer satisfaction toward the Ninja Van services.

In addition, the other problem is customer always compare the Ninja Van’s performance with another competitor in terms
of their features and the efficiency. Since people are more familiar with another courier such POSLaju, J&T Express, Citylink,
etc compared with ninja van.

1.2 Research Objectives

This study listed five research objectives:

RO1: To identify the relationship between the tangible of courier service performance (SERVPERF) and customer
satisfaction.
RO2: To analyze the relationship between the assurance of courier service performance (SERVPERF) and customer
satisfaction.
RO3: To determine the relationship between the reliability of courier service performance (SERVPERF) and
customer satisfaction.
RO4: To identify the relationship between the responsiveness of courier performance (SERVPERF) and customer
satisfaction.
RO5: To determine the relationship between the empathy of courier service performance (SERVPERF) and
customer satisfaction.

1.3 Research Questions

This study listed five main questions:

RQ1: Is there any relationship between the tangible of courier service performance (SERVPERF) and customer
satisfaction?
RQ2: Is there any relationship between the assurance of courier service performance (SERVPERF) and customer
satisfaction?
RQ3: Is there any relationship between the reliability of courier service performance (SERVPERF) and customer
satisfaction?
RQ4: Is there any relationship between the responsiveness of courier service performance (SERVPERF) and
customer satisfaction?
RQ5: Is there any relationship between the empathy of courier service performance (SERVPERF) and customer
satisfaction?
Research Process Flow

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