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The hypothesis testing study shows that responsiveness and customer satisfaction are supported based on the results in Table
4.6.2, where the beta value and significant values are (β= 0.283, p<0.05, t>1.646). As a result, responsiveness has a significant
impact on customer satisfaction. As a result, the null hypothesis is rejected.
According to (Iberahim, 2016), the ability to respond quickly and flexibly to consumer needs is defined as 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. Customer responsiveness is being available to them
at their preferred times and through their preferred channels. Hence, more effective responsiveness needs to be created by
Ninja Van staffs to increase the level of performance and customer satisfaction indirectly.

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

The hypothesis testing research demonstrated that empathy and customer satisfaction are supported, as shown in Table 4.6.2,
where the beta value and significant values are (β= 0.206, p<0.05, t>1.646). As a result, empathy has a favourable impact on
customer satisfaction. As a result, the null hypothesis is rejected.
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). Therefore, Ninja Van company may
form relationships with customers, 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 can build their trust.

5.2 Managerial Implications

The findings and conclusions of this study have various managerial implications that could be extremely beneficial to the
logistics industry, researchers, and marketers. Firstly, Ninja Van services should consider to improve the level of customer
satisfaction in terms of services performance (SERVPERF) in order to increase the satisfaction level. In addition, one attributes
need to be considered such as reliability towards customer satisfaction to upgrade their research and development process.
Next, Ninja van services are recommended to add some accuracy of delivery information, such as recipient information and
the availability of dependable officers on the Ninja Van services in order to improve reliability performance. For example, by
deliver expected standards at all times, how the business handles customer service problems, providing services on time, and
maintaining an error-free record. At same time, delivering the appropriate services in terms of reliability which positively
significant towards courier service performance and customer satisfaction.

5.3 Limitation and Recommendation of this Research

There are certain limitations in this study, and recommendations should be addressed in future research. To begin with, the
study was only conducted in Johor Bahru during the earliest stages of research. Future studies should conduct this research on
a global scale in order to generalise data patterns across a wider range of countries. Second, there are just 145 people who have
participated in this study. The limitation could be due to a lack of participants. As a result, in order to improve the reliability
and data accuracy of the results, researchers must increase the number of target respondents and the population size. Third,
due to movement control orders during the pandemic outbreak, this study's data collection approach was limited to an online
Google Form. In the future, it is suggested that data be collected face to face in order to enhance customer understanding and
increase explaining power in terms of service performance. Finally, customer satisfaction is measured using construct attribute
variables. As a result, future study should focus on identifying other elements that could improve customer satisfaction.

5.4 Conclusion

In Johor Bahru, the current study looked at the relationship between tangible, assurance, reliability, responsiveness, and
empathy and customer satisfaction. The study proposed five research objectives and five hypotheses in total, as well as a
conceptual research framework. In this study, a total of 145 data points were collected and analysed using SPSS. The major
findings suggest that the variable of responsiveness was the most significant predictor of customer satisfaction with Ninja Van
services, followed by assurance, empathy, and tangible. However, the reliability variable was not strongly supported, indicating
that these characteristics require more consideration. Future researchers could expand on customer satisfaction studies by
incorporating additional criteria into the conceptual framework. Finally, this study fulfilled four of the five hypotheses and
addressed the research questions and objectives. Future research recommendations were made in order to reduce restrictions
and improve customer satisfaction understanding.

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