Youth generation e-service quality for delivery services on customer satisfaction and customer loyalty: Klang Valley consumers

Malaysia experiences a population of 16, 53 million Internet users, with 50 percent of the population and 62 percent of cell phone users shopping online. Consequently, the delivery service carries out a significant role in the ease with which consumers can shop online. The market for online shopping revenue is rapidly increasing, and the expansion of the distribution sector will clearly meet customer demands and help mobile information technologies. The contextual relation that customers establish between their expectations for a service and their understanding of how the service was performed was managed to assess service quality. This study examines the e-service quality delivery service with customer satisfaction and customer loyalty Youth Generation in Klang Valley with the current condition of courier service in Malaysia. The surveys using the method of such questionnaires and uses simple random sampling. The sample population will be taken from the population around Klang Valley and the sample only 384 people. The survey is to decide the connection between the E-Service Quality Factor Responsiveness, Reliability, Tangibles, Assurances, Empathy with Customer Satisfaction and Customer Loyalty. Due to this research some factors of related to customer satisfaction and customer loyalty and factors is the ideal for future it’s to study more in depth evaluation of delivery services customer satisfaction and customer loyalty.