Page 781 - MARSIUM'21 COMP OF PAPER

Assurance encompasses the employees' knowledge, courtesy, abilities, and trustworthiness, as well as the absence of danger,
risk, or doubt. Chris Arlen identified that service providers are expected to know everything there is to know about the service
that are providing as it's self-evident. The term 'assurance' has been used to describe a remark or hint that inspires a promise
or a guarantee. It can also refer to a state of certainty or self-assurance that is free of doubt. As a result, quality assurance has
an impact on excessive self-confidence or presumption in a perform routinely or customarily (AL-Otaibi, 2010).

H2: There are positively significant relationship between the assurance of courier service performance (SERVPERF) and
customer satisfaction.
02
H : There are negatively significant relationship between the assurance of courier service performance (SERVPERF) and
customer satisfaction.

2.3.2 Reliability

The ability to offer dependable service quickly and accurately is referred to as reliability. It has to do with the accuracy of
delivery information, such as recipient information and the availability of dependable officers. The ability to deliver expected
standards at all times, how the business handles customer service problems, delivering the appropriate services the first time,
providing services on time, and maintaining an error-free record are all examples of reliability (Iberahim, 2016). The
consistency or reproducibility of a measurement when measured multiple times is defined as reliability or precision. The
reliability of a specific instrument has a significant impact on the study's power (Alexandra M. Easson, 2019).

H3: There are positively significant relationship between the reliability of courier service performance (SERVPERF) and
customer satisfaction.
03
H : There are negatively significant relationship between the reliability of courier service performance (SERVPERF) and
customer satisfaction.

2.3.3 Responsiveness

Responsiveness refers to a Ninja Van's willingness to respond to a customer's wants or wants for assistance and quick service.
Counter access, as well as fast and fast security clearance, are all part of it. According to (Iberahim, 2016), the ability to respond
quickly and flexibly to consumer needs is defined as responsiveness. How quickly, how well, and where they respond to their
customers is determined by responsiveness. Customer responsiveness is being available to them at their preferred times and
through their preferred channels.

H4: There are positively significant relationship between the responsiveness of courier service performance (SERVPERF) and
customer satisfaction.
04
H : There are negatively significant relationship between the responsiveness of courier service performance (SERVPERF)
and customer satisfaction.

2.3.4 Empathy

Empathy refers to the ease with which customers may form relationships, as well as good communication, personal attention,
and an understanding of their needs. The availability of waiting time for delivery and reclaim service for each and every
customer demonstrates this. According to (Hyounae Min, 2014), inserting an empathy statement in response to a negative
review improved the response's scores among a sample of people. Services can be completed totally according to the demands.
Customers, on the other hand, may not feel that provider staff are concerned about them during delivery. Customers'
perceptions of service quality are harmed as a result of this. (Arlen, The 5 Service Dimensions All Customers Care About,
2020)

H5: There are positively significant relationship between the empathy of courier service performance (SERVPERF) and
customer satisfaction.
05
H : There are negatively significant relationship between the empathy of courier service performance (SERVPERF) and
customer satisfaction.

2.4 Research Framework Model

The theoretical framework of the SERVPERF Model, which was used in the research, is demonstrated in Figure 1. The
independent factors are tangible, assurance, reliability, responsiveness and empathy while the dependent variable is customers'
satisfaction towards courier services.

760