Assessing customer satisfaction in parcel delivery industry: an empirical study among university customers Online publication date: Sat, 20-Nov-2004
by Bingguang Li, Michael W. Riley, Chang-Tseh Hsieh
International Journal of Services and Standards (IJSS), Vol. 1, No. 2, 2004
Abstract: Parcel delivery companies (e.g. US Postal Service, UPS, and FedEx) are significant parts of modern transportation systems. The availability, responsiveness, reliability, completeness, and professionalism of service were identified from a literature review, as the five critical factors affecting customer satisfaction in parcel delivery industry. A model of customer satisfaction in parcel delivery service was developed. Academic departments from selected universities across the US responded to written questionnaires and these data were used for the study. The data included information on the characteristics of each above-mentioned factor and ranking of importance of the factors was determined. The research tested the hypotheses to determine the correlation coefficients between the five factors and overall customer satisfaction with respect to all customers for both outgoing and incoming parcel delivery services.
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