International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12

line decor
  
line decor

 Volume 10, Issue 1 (January 2023), Pages: 111-120

----------------------------------------------

 Original Research Paper

 Factors affecting satisfaction with the postal delivery service

 Author(s): Gerelmaa Battumur, Khongorzul Gantumur, Wonjong Kim *

 Affiliation(s):

 Department of Industrial Management, Gyeongsang National University, Jinju, South Korea

  Full Text - PDF          XML

 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0001-7363-2605

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2023.01.015

 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.

 © 2022 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: Satisfaction, Trust, Loyalty, Post

 Article History: Received 27 December 2021, Received in revised form 16 August 2022, Accepted 28 September 2022

 Acknowledgment 

No Acknowledgment.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 Battumur G, Gantumur K, and Kim W (2023). Factors affecting satisfaction with the postal delivery service. International Journal of Advanced and Applied Sciences, 10(1): 111-120

 Permanent Link to this page

 Figures

 Fig. 1

 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6

----------------------------------------------    

 References (60)

  1. Al-Dweeri RM, Moreno AR, Montes FJL, Obeidat ZM, and Al-dwairi KM (2019). The effect of e-service quality on Jordanian student’s e-loyalty: An empirical study in online retailing. Industrial Management and Data Systems, 119(4): 902-923. https://doi.org/10.1108/IMDS-12-2017-0598   [Google Scholar]
  2. Ali BJ, Gardi B, Othman BJ, Ahmed SA, Ismael NB, Hamza PA, Aziz HM, Sabir BY, and Anwar G (2021a). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3): 14–28. https://doi.org/10.22161/ijebm.5.3.2   [Google Scholar]
  3. Ali BJ, Saleh PF, Akoi S, Abdulrahman AA, Muhamed AS, Noori HN, and Anwar G (2021b). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International Journal of Engineering, Business and Management, 5(2): 65–77. https://doi.org/10.22161/ijebm.5.2.6   [Google Scholar]
  4. Alkraiji A and Ameen N (2021). The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services. Information Technology and People, 35(4): 1239-1270. https://doi.org/10.1108/ITP-04-2020-0229   [Google Scholar]
  5. Al-Slehat ZAF (2021). Determining the effect of banking service quality on customer loyalty using customer satisfaction as a mediating variable: An applied study on the Jordanian commercial banking sector. International Business Research, 14(4): 58-70. https://doi.org/10.5539/ibr.v14n4p58   [Google Scholar]
  6. Amoako GK, Dzogbenuku RK, and Kumi DK (2021). Service recovery and loyalty of Uber sharing economy: The mediating effect of trust. Research in Transportation Business and Management, 41: 100647. https://doi.org/10.1016/j.rtbm.2021.100647   [Google Scholar]
  7. Arbore A and Busacca B (2009). Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances. Journal of Retailing and Consumer Services, 16(4): 271-280. https://doi.org/10.1016/j.jretconser.2009.02.002   [Google Scholar]
  8. Arora H and Arora P (2015). Service quality dimensions: An empirical investigation of commercial banks in India using SERVQUAL. International Journal of Services and Operations Management, 21(1): 50-72. https://doi.org/10.1504/IJSOM.2015.068701   [Google Scholar]
  9. Aydin N, Celik E, and Gumus AT (2015). A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul. Transportation Research Part A: Policy and Practice, 77: 61-81. https://doi.org/10.1016/j.tra.2015.03.029   [Google Scholar]
  10. Beerli A, Martín JD, and Quintana A (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1-2): 253-275. https://doi.org/10.1108/03090560410511221   [Google Scholar]
  11. Chou JS and Kim C (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36(3): 6945-6955. https://doi.org/10.1016/j.eswa.2008.08.056   [Google Scholar]
  12. Cuong D (2020). Empirical research on the relationship between service quality, customer satisfaction, and customer loyalty at the cinema: Evidence from Vietnam. Test Engineering and Management, 82(1): 1649-1657.   [Google Scholar]
  13. Delafrooz N, Taleghani M, and Taghineghad M (2013). The impact of service innovation on consumer satisfaction. International Journals of Marketing and Technology, 3(5): 127-144.   [Google Scholar]
  14. Dora YM (2017). Analysis effect of service quality, educational facilities, and method of learning, student satisfaction and loyalty to students-studies in the University of Widyatama Bandung. European Journal of Social Science Education and Research, 4(3): 16-27. https://doi.org/10.26417/ejser.v10i1.p16-27   [Google Scholar]
  15. Ebrahim RS (2020). The role of trust in understanding the impact of social media marketing on brand equity and brand loyalty. Journal of Relationship Marketing, 19(4): 287-308. https://doi.org/10.1080/15332667.2019.1705742   [Google Scholar]
  16. Esmaeili A, Haghgoo I, Davidavičienė V, and Meidutė-Kavaliauskienė I (2021). Customer loyalty in mobile banking: evaluation of perceived risk, relative advantages, and usability factors. Engineering Economics, 32(1): 70-81. https://doi.org/10.5755/j01.ee.32.1.25286   [Google Scholar]
  17. Fachmi M, Modding B, Kamase J, and Damis H (2020). The mediating role of satisfaction: Life insurance customers’ perspective (service quality, trust and image toward loyalty). International Journal of Multicultural and Multireligious Understanding, 7(6): 156-170. https://doi.org/10.18415/ijmmu.v7i6.1745   [Google Scholar]
  18. Gazi MAI, Rahaman MA, Hossain G, Ali MJ, and Mamoon Z (2021). An empirical study of determinants of customer satisfaction of banking sector: Evidence from Bangladesh. The Journal of Asian Finance, Economics, and Business, 8(2): 497-503.   [Google Scholar]
  19. Gogoi BJ (2021). Influence of service quality and trust in spreading positive WOM and increasing loyalty of a tourist location. Academy of Marketing Studies Journal, 25(2): 1-14.   [Google Scholar]
  20. Heskett JL, Jones TO, Loveman GW, Sasser WE, and Schlesinger LA (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2): 164-174.   [Google Scholar]
  21. Isa SM and Kiumarsi S (2019). The impact of service quality in postal services: The mediating role of self-service technology. International Journal of Services and Operations Management, 33(3): 395-419. https://doi.org/10.1504/IJSOM.2019.10022585   [Google Scholar]
  22. Isikli E, Aydin N, Celik E, and Taskin Gumus A (2017). Identifying key factors of rail transit service quality: An empirical analysis for Istanbul. Journal of Public Transportation, 20(1): 63-90. https://doi.org/10.5038/2375-0901.20.1.4   [Google Scholar]
  23. Islam T, Islam R, Pitafi AH, Xiaobei L, Rehmani M, Irfan M, and Mubarak MS (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25: 123-135. https://doi.org/10.1016/j.spc.2020.07.019   [Google Scholar]
  24. Karatepe OM, Yavas U, and Babakus E (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5): 373-383. https://doi.org/10.1016/j.jretconser.2005.01.001   [Google Scholar]
  25. Kazandzhieva V and Santana H (2019). E-tourism: Definition, development and conceptual framework. Tourism: An International Interdisciplinary Journal, 67(4): 332-350.   [Google Scholar]
  26. Khoa BT (2020). The impact of the personal data disclosure's tradeoff on the trust and attitude loyalty in mobile banking services. Journal of Promotion Management, 27(4): 585-608. https://doi.org/10.1080/10496491.2020.1838028   [Google Scholar]
  27. Latif KF, Bunce L, and Ahmad MS (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management, 35(4): 815-829. https://doi.org/10.1108/IJEM-11-2020-0524   [Google Scholar]
  28. Lee SK and Min SR (2021). Effects of information quality of online travel agencies on trust and continuous usage intention: An application of the SOR model. The Journal of Asian Finance, Economics and Business, 8(4): 971-982.   [Google Scholar]
  29. Lie D, Sudirman A, Efendi E, and Butarbutar M (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8): 421-428.   [Google Scholar]
  30. Liu BSC, Sudharshan D, and Hamer LO (2000). After-service response in service quality assessment: A real-time updating model approach. Journal of Services Marketing, 14(2): 160-177. https://doi.org/10.1108/08876040010321000   [Google Scholar]
  31. Martin M and Nasib N (2021). The effort to increase loyalty through brand image, brand trust, and satisfaction as intervening variables. Society, 9(1): 277-288. https://doi.org/10.33019/society.v9i1.303   [Google Scholar]
  32. Masturoh LM (2020). The effect between customer satisfaction, switching cost, and customer experience of trust to customer loyalty, customer commitment as a mediation. South East Asia Journal of Contemporary Business, Economics and Law, 21(5): 151-162.   [Google Scholar]
  33. Mohamed N and Ali AJM (2019). Service quality and public satisfaction at urban transformation centre (UTC) Kuala Lumpur (KL). International Journal of Academic Research in Business and Social Sciences, 9(6): 1262–1276. https://doi.org/10.6007/IJARBSS/v9-i6/6152   [Google Scholar]
  34. Mohammed SS and Shahin O (2020). Service quality perspectives in telecommunication sector: Trust and loyalty investigation. Amazonia Investiga, 9(28): 394-403. https://doi.org/10.34069/AI/2020.28.04.44   [Google Scholar]
  35. Moon HG, Lho HL, and Han H (2021). Self-check-in kiosk quality and airline non-contact service maximization: How to win air traveler satisfaction and loyalty in the post-pandemic world? Journal of Travel and Tourism Marketing, 38(4): 383-398. https://doi.org/10.1080/10548408.2021.1921096   [Google Scholar]
  36. Muharam H, Chaniago H, Endraria E, and Harun AB (2021). E-service quality, customer trust and satisfaction: Market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2): 237-254. https://doi.org/10.24252/minds.v8i2.23224   [Google Scholar]
  37. Mulyono RA and Pasaribu LH (2021). The impact of mobile service quality and brand image on customer loyalty. Enrichment: Journal of Management, 12(1): 1-7.   [Google Scholar]
  38. Nelson JL and Kim SJ (2021). Improve trust, increase loyalty? Analyzing the relationship between news credibility and consumption. Journalism Practice, 15(3): 348-365. https://doi.org/10.1080/17512786.2020.1719874   [Google Scholar]
  39. Otsetova A and Dudin E (2018). Postal services in the conditions of fourth industrial revolution. International Journal of Advanced Research in IT and Engineering, 7(5): 1-13.   [Google Scholar]
  40. Pai CK, Liu Y, Kang S, and Dai A (2020). The role of perceived smart tourism technology experience for tourist satisfaction, happiness and revisit intention. Sustainability, 12(16): 6592. https://doi.org/10.3390/su12166592   [Google Scholar]
  41. Paiz NAM, Ali MH, Abdullah AR, and Mansor ZD (2020). The effects of service quality on satisfaction and purchase intention in mobile commerce. International Journal of Business and Management, 15: 36-42. https://doi.org/10.5539/ijbm.v15n4p36   [Google Scholar]
  42. Parasuraman A, Zeithaml VA, and Berry L (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 16: 12-37.   [Google Scholar]
  43. Purwanto E, Deviny J, and Mutahar AM (2020). The mediating role of trust in the relationship between corporate image, security, word of mouth and loyalty in m-banking using among the millennial generation in Indonesia. Management and Marketing, 15(2): 255-274. https://doi.org/10.2478/mmcks-2020-0016   [Google Scholar]
  44. Rahayu NPW, Bangsawan S, Ms M, and Ahadiat A (2021). Service quality, employee ethics, bank customer trust: The role of size moderation and bank reputation in Indonesia. International Journal of Pharmaceutical Research, 13(2): 4400-4422. https://doi.org/10.31838/ijpr/2021.13.02.522   [Google Scholar]
  45. Rahmawaty S, Kartawinata BR, Akbar A, and Wijaksana TI (2021). The effect of e-service quality and e-trust on e-customer loyalty through e-customer satisfaction as an intervening variable (study on Gopay users in Bandung). In the 11th Annual International Conference on Industrial Engineering and Operations Management, IEOM Society International, Singapore, Singapore: 5495-5506.   [Google Scholar]
  46. Rajeshwari K and Sunmista KJ (2011). Perceptions of customers on service quality of post offices–A comparative study. International Journal of Engineering and Management Research, 1(7): 1-7.   [Google Scholar]
  47. Ratković M, Pavlović M, and Anđelković M (2017). Comparative analysis of customer satisfaction in postal and banking services. International Review, 2017(1-2): 108-120. https://doi.org/10.5937/intrev1702108R   [Google Scholar]
  48. Ribbink D, van Riel AC, Liljander V, and Streukens S (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality, 14(6): 446-456. https://doi.org/10.1108/09604520410569784   [Google Scholar]
  49. Rindfleisch A, O'Hern M, and Sachdev V (2017). The digital revolution, 3D printing, and innovation as data. Journal of Product Innovation Management, 34(5): 681-690. https://doi.org/10.1111/jpim.12402   [Google Scholar]
  50. Rita P, Oliveira T, and Farisa A (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10): e02690. https://doi.org/10.1016/j.heliyon.2019.e02690   [Google Scholar] PMid:31720459 PMCid:PMC6838903
  51. Santa, R., MacDonald, J. B., & Ferrer, M. (2019). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. Government Information Quarterly, 36(1): 39-50. https://doi.org/10.1016/j.giq.2018.10.007   [Google Scholar]
  52. Saputra AJ and Djumarno D (2021). Effect of price and service quality on customer satisfaction and its implications for customer loyalty at Aston Pluit Hotel and residence Jakarta. Dinasti International Journal of Economics, Finance and Accounting, 2(1): 77-91.   [Google Scholar]
  53. Shin YH and Yu L (2020). The influence of quality of physical environment, food and service on customer trust, customer satisfaction, and loyalty and moderating effect of gender: An empirical study on foreigners in South Korean restaurant. International Journal of Advanced Culture Technology, 8(3): 172-185.   [Google Scholar]
  54. Tammubua MH (2021). Do brand image and brand trust mediate the effect of service quality on brand loyalty? Lessons from higher education sector. Britain International of Humanities and Social Sciences (BIoHS) Journal, 3(2): 302-315. https://doi.org/10.33258/biohs.v3i2.452   [Google Scholar]
  55. Valencia D and Layman CV (2021). E-wallet service innovation, service delivery, and customer satisfaction on customer loyalty within shopeePay in Indonesia. Ultima Management: Jurnal Ilmu Manajemen, 13(1): 23-46. https://doi.org/10.31937/manajemen.v13i1.1929   [Google Scholar]
  56. Wahyoedi S, Sudiro A, Sunaryo S, and Sudjatno S (2021). The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Management Science Letters, 11(1): 187-194. https://doi.org/10.5267/j.msl.2020.8.016   [Google Scholar]
  57. Wilson A, Zeithaml V, Bitner MJ, and Gremler D (2016). Services marketing: Integrating customer focus across the firm. 3rd Edition, McGraw Hill, New York, USA.   [Google Scholar]
  58. Wong A and Haque M (2021). Understanding the brand and website effects of online loyalty: A mediation perspective. Journal of Marketing Management, 38(3-4): 333-368. https://doi.org/10.1080/0267257X.2021.1949378   [Google Scholar]
  59. Yildiz E (2017). Effects of service quality on customer satisfaction, trust, customer loyalty and word of mouth: An application on cargo companies in Gümüşhane. Global Journal of Economics and Business Studies, 6(12): 81-88.   [Google Scholar]
  60. Yilmaz V and Ari E (2017). The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: A proposal of the structural equation model. Transportmetrica A: Transport Science, 13(1): 67-90. https://doi.org/10.1080/23249935.2016.1209255   [Google Scholar]