Page 787 - MARSIUM'21 COMP OF PAPER

Table 4.6.2: Path coefficient and hypotheses testing

The responsiveness measure was shown to be the most significant predictor of customer satisfaction with Ninja Van services,
with values of (=0.283), followed by assurance, empathy, and tangible, with values of (=0.273), (=0.206), and (=0.186)
respectively.

■ 5.0 DISCUSSION AND CONCLUSION

5.1 Discussion of The Results and Findings
The discussed results and findings will be used to test the hypothesis that there is a significant relationship between tangible,
assurance, reliability, responsiveness, and empathy in relation to customer satisfaction in Johor Bahru.

H1: There are positively significant relationship between the tangible of courier service performance (SERVPERF) and
customer satisfaction.
01
H : There are negatively significant relationship between the tangible of courier service performance (SERVPERF) and
customer satisfaction.

Where the beta value and significant values are (β= 0.186, p<0.05, t>1.646), the results in Table 4.6.2 hypothesis testing
study indicate tangible and customer satisfaction has a positive impact on customer satisfaction. As a result, the null
hypothesis is rejected.
According to Arlen 2020, he understood that service providers need to ensure that their staff' appearances, uniforms,
equipment, and work areas on-site such as closets, service offices or we call it as tangible elements are all in good shape.
Meanwhile, Suciptawati et al understand that customer satisfaction and service performance are important aspects of
business because a company's growth is largely dependent on how well it maintains its customers through service. Thus, to
increase the customer retention and loyalty, marketer should increase the level of service performance first.

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.

Where the beta value and significant values are (β= 0.273, p<0.05, t>1.646), the results in Table 4.6.2 hypothesis testing study
indicating assurance and customer satisfaction are supported. As a result, assurance has a beneficial effect on customer
satisfaction. As a result, the null hypothesis is rejected.
According to Chris Arlen, he 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 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, assurance performance
has an impact on excessive self-confidence or presumption in a perform routinely or customarily (AL-Otaibi, 2010). Hence,
more quality assurance on Ninja Van services, they will think more secure to use it.

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

The reliability values (β= -0.052, p>0.05, t<1.646) are shown in the findings. This indicates that H3 is not supported since the
values are out of range. As a result, reliability has a negative impact on customer satisfaction. As a result, the null hypothesis
is accepted.
According to Alexandra M. Easson (2009), the reliability of a specific instrument has a significant impact on the study's power.
The ability to offer dependable service quickly and accurately is referred to as reliability. In this study, consumers might have
negative perception on reliability performance because some are not satisfied with performance of Ninja Van’s staffs. Thus,
the Ninja Van’s staffs should improve their performance in order to fulfill the customer satisfaction.

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.

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