Title: Multiple linear regression modelling of parcels' distribution design factors and online shopping customer satisfaction

Authors: Siti Norida Wahab; Wei Lun Khong

Addresses: Department of Logistics Management, Faculty of Business and Information Science, UCSI University, 56000, Kuala Lumpur, Malaysia ' Department of Logistics Management, Faculty of Business and Information Science, UCSI University, 56000, Kuala Lumpur, Malaysia

Abstract: In this era of technology, online shopping for goods and services has become more common and user-friendly due to the majority of the population owning gadgets that enable them to connect to the internet. Thus, parcels deliveries exist when the online shoppers purchase goods from online shops. The purpose of this paper is to examine the relationship between parcels' distribution design factors and online shopping customer satisfaction. A questionnaire survey was carried out among 384 respondents from Cheras, Kuala Lumpur. Based on the survey, response time and returnability have an impact on online shopping customer's satisfaction. Meanwhile, service variety, service availability and order visibility has no significant impact on the customer's satisfaction. This paper emphasise the importance of current and future courier service's to focus on the response time and returnability in order to meet the online shopper's satisfaction. Recommendations and limitations of this study are also discussed.

Keywords: multiple linear regression modelling; parcel distribution; online shopping; customer satisfaction and Malaysia.

DOI: 10.1504/IJMOM.2019.10020895

International Journal of Modelling in Operations Management, 2019 Vol.7 No.2, pp.95 - 110

Accepted: 03 Sep 2018
Published online: 12 Jun 2019 *

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