Impact of speed of delivery,shipping charges and data reliability on customer satisfaction: an empirical study in the courier service industry

Lack of emphasis on the service quality attributes performed by the organizations that involve in courier service activity leads to negative implications in customer perspectives. Therefore, the organization will not be able to maintain its competitiveness in running the business. Determination of the significant factors that would promote customer satisfaction mainly by the courier service organization is very crucial. This research aims to examine the impact of service quality attributes on customer satisfaction in courier service industry. Investigating organizational service quality in this study are based on the variables namely speed of delivery, service charges and data reliability. Questionnaires were adapted from previous empirical research instruments and data were analysed using the "Statistical Package for Social Science" (SPSS) version 26.0. This study involved a total of 338 university students as respondents who demand the service supply in this industry. The results of the correlation and regression analyses revealed that service charges and data reliability had a positive relationship and significant effect on customer satisfaction respectively. In addition, the result of this study showed that the most dominant determinant factor of organizational service quality towards customer satisfaction was data reliability. The results of this study were seen to be able to contribute within the scope of knowledge in managing organizational service quality and, the importance of the impact of its attributes on customer satisfaction in the industry.