Factors affecting satisfaction with the postal delivery service

Abstract

The delivery service industry is boosting too much under the influence of e-commerce. So, there is a need to reform the delivery of the postal sector to meet the needs of consumers. Most of the postal offices have been served via government to government (G2G), and in recent years, due to e-commerce and corona disease, they have been developing business to consumer services (B2C), business to business (B2B), and direct to customer (D2C). The study examines how service quality affects customer trust, consumer satisfaction, and customer loyalty in the postal delivery service. It aims to provide information to delivery service companies and foreign investment companies in making strategic decisions. All structures are measured on a seven-point Likert scale. A total of 290 valid responses were used out of 358 distributed surveys, excluding 68 responses with irrelevant and incomplete data. These were analyzed using SPSS 21.0 and AMOS 20.0 statistic package programs. The outcome of the analysis showed that the four components of service quality constructs of delivery service have no significant effect on trust. However, they affect satisfaction, while tangibility and empathy have not shown such trustworthy effects on customer fulfillment.