Page 782 - MARSIUM'21 COMP OF PAPER

Figure 1: Research framework for the customer satisfaction towards courier services using SERVPERF

The research framework for this study is demonstrated in Figure 1. For academic and business purposes, the function is to test
the relationships between the independent and dependent variables.

■ 3.0 RESEARCH METHODOLOGY

3.1 Research Design

The research design of this study is descriptive quantitative and qualitative research design. This study uses survey
method in collecting data from prospect respondents.

3.2 Population and Sampling

The population of this research focuses to respondents of residents who use Ninja Van as their chosen courier
services in Johor Bahru. Based on the research, (Johor Bahru, Malaysia Metro Area Population 1950-2021, 2010-2021)
Macrotrends shows that there are 1,045,000 of total population in Johor Bahru in year 2021. According to Hair et al. (2010),
the minimum sample size should be 100. The target sample size for this study was 100. Questionnaire will be distributed to
the respondents by using convenient sampling. From the result of sample size, the number of samples is 100 respondents.
Then, 100 sets of questionnaires will be distributed among the respondents from the population of residents in Johor Bahru
who use Ninja van as their service courier through WhatsApp and Facebook by online Google Form. The five-to-ratio based
on the number of variables will be utilised in this study, which is based on the calculation of minimum sample size
developed by Tabachnick and Fidell (2007). The following computation was carried out:

Demographic
= (7 x 5)
= 35

Independent Variables (Tangible, Assurance, Reliability, Responsiveness, Empathy)
= ( items x 5) + ( items x 5) + ( items x 5) + ( items x 5) + items x 5)
= (4 x 5) + (4 x 5) + (4 x 5) + (4 x 5) + (3 x 5)
= 20 + 20 + 20 + 20 + 15
= 95

Dependent Variables (Customer Satisfaction)
= (DV x 5)
= (3 x 5)
=15

Minimum Number of Sample
= 35+95+15
=145 respondents

According to the calculations above, a minimum sample size of 145 respondents is required. The sample was chosen based

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