A18A0825 Paper
A18A0825 Paper
A18A0825 Paper
COLLOQUIUM 2021/2022
ABSTRACT:
Courier services in Malaysia have undergone radical changes to the rapid evolution of Communication and
Information Technology (ICT). Courier services are part of a growing service industry in addition to the development
of the growing E-commerce industry. Consumers play an important role in choosing the courier service they want to
use, so there are some problems faced by consumers in choosing the best quality of service provided by Shopee and
Lazada to ensure satisfaction and goods ordered safely arrive without any problems. This study aims to examine the
quality of courier services used by online merchants such as Shopee and Lazada. This study uses a quantitative design
by distributing questionnaires to users. Through a simple random sampling technique, the respondents involved were
a total of 100 people consisting of 50 users from Shopee platform and 50 users from Lazada platform. The ServQual
model was also used in this study to study the level of user satisfaction. Among the variables studied in this study are
reliability, tangible aspects and price. This study uses Statistical Package for Social Science (SPSS) software to
analyze the data through descriptive analysis, reliability analysis, normality test and correlation analysisThe findings
show that the level of customer satisfaction with the quality of courier services is at a high level. The overall findings
of the study indicate that there is a moderate significant relationship between the level of customer satisfaction with
the quality of courier services used by Shopee and Lazada. Therefore, the courier services industry must always focus
on updating the tracking of customer goods as well as providing better quality services to customers.
Keywords: Online merchants, Courier services, Quality services, Customer satisfaction, Delivery cost, Delivery
Time, and Tracking system
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1. INTRODUCTION
A courier service can be classified as a service that aims to carry and deliver a document, package
or other goods from one place to another quickly, efficiently and safely (Izzah, Rifai, & Yao,
2016). With the delivery service, it can provide convenience to customers in managing delivery
and also make it easier for customers to receive orders that have been ordered through online
purchases. Through the Malaysian Communications and Multimedia Commission (MCMC)
website, in 2019, there are a total of 32 delivery services have been provided and can be used by
customers in Malaysia. Following the distribution of the times and the advancement of technology
now, online shopping has become a growing trend to every customer and is often used by
consumers because there are many advantages such as being able to save time and can place orders
anytime and anywhere, with this increase resulting many businesses tend to sell goods online (Lim,
Osman, Salahuddin, Romle, & Abdullah, 2016). Therefore, there are several platforms that are
now the largest sales platform in Malaysia, such as Shopee and Lazada which have also provided
and collaborated with many courier services to ensure that the goods ordered by customers can be
delivered properly without any damage. In addition, with the development of online purchasing
this has also had a significant impact on the development of the courier services industry. With the
diversity of delivery services that have been offered by the Shopee and Lazada platforms, it has
indirectly helped to develop and introduce the courier industry to consumers. With the
development of e-commerce industry causing courier services to focus on customers in selecting
the best delivery service for ordered goods, therefore a customer's view plays an important role,
inefficient service quality has become a challenge to the courier industry in optimizing operations
and finding more innovative solutions.
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2. LITERATURE REVIEWS
2.1 Online Merchants
E-commerce is defined as the use of the internet and websites in conducting business transactions.
In detail, trade transactions between and between organizations and individuals are digital (Laudon
& Traver, 2002). E-commerce is how consumers make purchases, exchange products, or sell
products, information, or services through computer networks and technologies such as gadgets.
From a business perspective, E-commerce is conducting business electronically by operating
business processes on an electronic network that physically replaces business processes. (Ross,
Vitale, & Weill, 2001) The concept of e-Commerce is to support trade with a highly dynamic
computing system and open information technology. E-commerce is also known as doing business
without paper, including ordering systems, checking, paying and even shipping products. In this
electronic data exchange system, communication process (computer application with computer) in
business information is one branch of this system. Trading partners (sellers, buyers or middlemen)
globally meet through the electronic marketplace system i.e. the internet. Electronic markets are
computer systems that connect to each other. All trade activities from finding customers or
suppliers, consulting, contracts, agreements and settling payments take place electronically safely
and efficiently (Turban, 2008).
satisfaction is also measured through the level of service quality, the quality of the product
provided, the location where the product or service is purchased and the price of the product or
service offered. Customer satisfaction can be achieved through the evaluation of the best service
quality. Customer satisfaction is an essential aspect of a company for them to survive in
competition (Sun & Kim, 2013). If customers are given a service that meets the assessment and is
more than expected, they will be more satisfied and will use the service again. In the delivery
service, customer satisfaction depends on the security of the package they will receive, delivery
time, service provided, and shipping costs.
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Figure
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3. RESEARCH METHODS
3.1 Research Design
Research design is a decision making choice. It shows that a research design is a framework for
carrying out a research project and will show some details of the procedures required to obtain
information to solve research problems. According to (Burns & Grove, 2005), design is a research
method where it is an action plan to conduct a study in which to avoid factors that can interfere
with the validity of the study findings at the end of the study, the use of maximum control should
be implemented.
In this study will use a quantitative approach for data collection and data analysis. According to
(Burns & Grove, 2005) quantitative can be defined as a way to obtain information formally,
objectively and systematically using numerical data. This research method is used to describe the
variables, study the relationship between the variables, and determine the cause and effect
interaction between the variables. Therefore, for data collection, a set of questionnaires constructed
and prepared will be distributed to respondents. Questionnaires were used to obtain reliable and
accurate information, and primary data collection methods were used for this quantitative study.
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Arunkumar, 2018). Therefore, using convenience sampling is easier to obtain data because this
method is the simplest method compared to other sampling methods especially in pilot tests.
Therefore, by using this convenience sampling method, researchers can observe habits, opinions,
and views more conveniently and effectively. Convenience sampling is used by researchers not
just because it is simple to use but also because it has additional research benefits.
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The type of descriptive analysis that will be used is frequency measurement. In this analysis it is
very important to know the frequency of a particular event or reaction expected to occur in a
descriptive analysis such as a count or percentage (Rawat et al., 2021). Demographic information
will also be collected and evaluated through descriptive analysis. Once the data is obtained it can
be illustrated in bar chart, histogram, pie chart, table form and other.
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Correlations
Qualities Courier Delivery Delivery Tracking
Services Cost Time System
Spearman's Qualities Correlation Coefficient 1.000 .379 .366 .380
rho Courier Sig. (2-tailed) . .000 .000 .000
Services N 104 104 104 104
Delivery Cost Correlation Coefficient .379 1.000 .696 .400
Sig. (2-tailed) .000 . .000 .000
N 104 104 104 104
Delivery Correlation Coefficient .366 .696 1.000 .352
Time Sig. (2-tailed) .000 .000 . .000
N 104 104 104 104
Tracking Correlation Coefficient .380 .400 .352 1.000
System Sig. (2-tailed) .000 .000 .000 .
N 104 104 104 104
Table 2 shows the results of the correlation analysis conducted showing that the relationship
between the level of customer satisfaction and the quality of courier services used by Shopee and
Lazada is moderately relationship. The findings show that the moderate relationship between
delivery cost with quality courier services and the level of customer satisfaction recorded a value
of p = 0.379. The relationship between delivery time with quality courier services and the level of
customer satisfaction recorded a value of p = 0.366 so that mean moderate relationship. Finally,
the relationship between the tracking system and quality courier services and the level of customer
satisfaction recorded a value of p = 0.380 that also moderate relationship. All p values were
positive and significant at p <0.00 and the result is moderate relationship.
H1: Delivery costs have a significant relationship with customer satisfaction toward qualities
courier services used by Shopee and Lazada.
To test the research hypothesis whether there is a relationship between delivery cost and quality
of courier services, Spearman’s Rho correlation analysis was conducted. The results of the analysis
show that there is a moderate relationship between delivery cost and quality of courier services
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with a value of r = 0.379, p = 0.00 <0.05 as shown in Table 4.18. These findings show that delivery
cost affects the quality of courier services used by Shopee and Lazada and can provide satisfaction
to consumers. This means that this study successfully rejected the null hypothesis. The results
show that there is a relationship between delivery cost and the quality of courier services used by
Shopee and Lazada that can provide satisfaction to consumers.
Table
Table 3: Spearman correlation test between delivery cost and quality of courier services
Qualities Courier Servives
r p
Delivery Cost 0.379** 0.000
** Significance level p <0.05
H2: Delivery time has a significant relationship with customer satisfaction toward qualities
courier services used by Shopee and Lazada.
To test the research hypothesis whether there is a relationship between delivery time and quality
of courier services, Spearman’s Rho correlation analysis was conducted. The results of the analysis
show that there is a moderate relationship between delivery time and quality of courier services
with a value of r = 0.366, p = 0.00 <0.05 as shown in Table 4.19. These findings show that delivery
time affects the quality of courier services used by Shopee and Lazada and can provide satisfaction
to consumers. This means that this study successfully rejected the null hypothesis. The results
show that there is a relationship between delivery time and the quality of courier services used by
Shopee and Lazada that can provide satisfaction to consumers.
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Table
Table 4: Spearman correlation test between delivery time and quality of courier services
H3: Tracking system has a significant relationship with customer satisfaction toward qualities
courier services used by Shopee and Lazada.
To test the research hypothesis whether there is a relationship between tracking system and quality
of courier services, Spearman’s Rho correlation analysis was conducted. The results of the analysis
show that there is a moderate relationship between tracking system and quality of courier services
with a value of r = 0.380, p = 0.00 <0.05 as shown in Table 4.20. These findings show that tracking
system affects the quality of courier services used by Shopee and Lazada and can provide
satisfaction to consumers. This means that this study successfully rejected the null hypothesis. The
results show that there is a relationship between tracking system and the quality of courier services
used by Shopee and Lazada that can provide satisfaction to consumers.
Table
Table 5: Spearman correlation test between tracking system and quality of courier services
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6. ACKNOWLEDGEMENT
First and foremost, praises and thanks to the god, the almighty for showers of blessings throughout
the process to complete this research successfully. I would like to express a deep and sincere
gratitude to my research supervisor Dr Tan Wai Hong for his invaluable continuous guidance with
patience, motivation and knowledge to do the research on evaluating the qualities of courier
services used by online merchants (Shopee and Lazada). His guidance helped me in all the time of
the research and writing of this study. His dedication and interest above all overwhelming attitude
to help his student had been mainly responsible for completing this study. I am very thankful to all
faculty member of University Malaysia Kelantan who gave their coordinate and cooperation for
the kind guidance and encouragement. Last but not least, I would like to thank my family and fellow
friends who helped me in finishing this study within the limited time also supporting me spiritually
throughout the project. Whereas, has helped me to increase my knowledge and skills.
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