The potential to evaluate the level of consumer satisfaction with online courier services is fundamental in determining the success of online commerce. This study aims to identify important things about online courier service quality. By doing this, the researchers will be able to reveal the feelings and attitudes of online customers towards these services offered by local and international couriers in the Philippines. What factors do customers consider when choosing an online courier? What factors affect the level of satisfaction of the consumers? The purpose of this study is to answer these questions, assessing the role of customer service, service quality, technology, and costs on consumer satisfaction. Data were collected from 50 respondents …show more content…
This includes: timeliness of delivery service, accuracy of documents, and the condition of the products or packages. They are also critical with the accuracy of the documents, services, and condition of the package which are being processed.
The costs when paying for electronic transactions such as shipping rates, box rates, and remittance fees are highly significant when it comes to the satisfaction of the consumers. The postal and cargo rates can only be fixed or changed by the Department of Trade and Commerce. DOTC has the only authority to regulate these rates as stated in the Republic Act 7354. Every consumer is expecting for a cheaper cost for practicality. One factor attributed to this is that younger consumers are more likely to have limited
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Many consumers are turning to online transactions because it saves time and money. However, they won’t be able to make transactions without the help of a trusted courier. The courier industry expands more and more each day because of its ease and convenience. It is essential that the factors influencing the satisfaction of young online consumers toward domestic and international courier companies may be determined. The three dimensions include: customer service, shipping service, and charges. All these factors – staff politeness, helpfulness, promptness, and problem handling, in the dimension of customer service are all significant in determining the satisfaction of online consumers. Couriers are quite synonymous with convenience and reliability. The customers are also critical with the accuracy of the documents and services which are being processed. Most especially, the condition of the package is highly critical in determining the satisfaction of consumers. Based on accumulated data and analytical results, majority of the respondents are over-all satisfied with the services offered by online couriers. This is a sign that the couriers based in the Philippines are successful in serving their customers. These satisfying services from the courier companies form the very backbone of the e-commerce
As mentioned in the case, there is a significant market potential (almost 870000 pieces per day) for documents and small package mailing. An analysis shows that in FEC stations, the volume for Courier Pak is 30% more than Priority One. That means Courier Pak market has a growing potential. In addition, it is found that the variable cost of it is the lowest among all other overnight delivery services provided by Federal Express (Table. 2). That means Courier Pak may be a more profitable product.
The City Couriers case study will be examined in regards to the company’s overall performance. The internal and external environments of City Couriers will be analysed in regards to the key performance requirements and key success factors. Issues with performance measurement, feedback, development and remuneration will be identified. Furthermore, the issues relating to validity, reliability, fairness and cost-effectiveness in the management of both performance and remuneration will be explored. This assessment aims to highlight the current situation and areas of improvement at City Couriers.
A crucial objective for the company is to get the best available resources and make sure that the product is of standard quality (quality assurance & control). Extra care is required in maintaining the supply chain for businesses that
In addition to the change in behavior of consumer, many companies or retailers change the sales channel combinations. The greatest impact of the Web-bases electronic revolution has occurred in companies adopting the click-and-mortar approach. Click- and-mortar is one the strategy used by the companies or retailers that they continue to conduct their business in the physical locations and have added the electronic commerce component to their business activities. According to one study, 37% of United States retailers are selling through a combination of the internet, in stores and catalogs. This represents a growing demand for the business-to-customer package delivery service.
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
In order to get an understanding what the gap is between the expectation of the customer and the provided delivery services by Afu Company, this SERVQUAL model will be used in this research. In addition, this model will help the researcher to develop the questionnaire for customers and answer the empirical question
...uring consumer perceptions of service quality’, Journal of Retailing, vol. 64, no. 1, pp. 12-40.
The concept of the online shopping was unaccepted for many years. Consumers used to mistrust the online shopping. They were confused about electronic transactions, the quality and shipping. But in this days customers became avid on the online shopping. Suddenly, they became looking for the online button. Customers use the online shopping progressively for everything even if they want to order a
Today’s organizations are faced with increasing levels of global competition, customer’s demanding value for their money and high stakeholders expectations on investment returns. Gattorna (2003), notes that firms are now pursuing supply chain management as a strategy to competitive advantage. Firms in a supply chain relate, transact, and partner on different levels; from product design and development to product delivery. Through supply chain management a firm pursues value creation through timely product delivery, cost management, inventory control and customer service (Beamon, 1999).They do so individually or through synergies formed with other organizations to increase customer service
Many companies sell miscellaneous products all across the Internet, but two stand out drastically among them all, Zappos and Amazon. One important factor contributes to this, delivery. By taking into account the total needs and wants of customers Zappos and Amazon produce huge profit numbers each year. According to an article from The Indian Express, “customers are willing to play 22 percent more for good service experience”. Also, take note that most phone, and cable companies know that the experience and/or delivery is more noticed than the actual ...
Logistics is the process of effectively and efficiently managing the movement and storage of information, products, and services between supply chain players with the aim of meeting the needs and requirements of customers. Logistics is important in private companies because it allows companies to meet the requirements of customers and in turn gain profits, and stay competitive. Logistics is important to public companies because it allows them to successfully meet its social objectives and even during successfully conduct international trade.
There are two E-commerce scenarios that have been looked at that face logistical issues in Australian organisations of Big W and Oz Hut and through the analysis of these organisations we will be looking into the systems used and how they are dysfunctional to these companies. Also exploring better ways to improve order fulfilment, third party logistics and the growing online retailing industry of changes needed to enhance competitiveness. With transportation having a substantial impact on the way the e-commerce trade is facilitated been a key element of building trust between sellers and buyers. (Commission, 2012)
As part of curriculum of the Graduate Degree at Chitkara University, Rajpura , students are required to do a project in any reputed organization. For this reason, I did my project research in Safe Express,Chandigarh. The project work was titled “Global scenario of logistics & supply chain” & to suggest ways & means to improve the management strategic decisions.
...ther or mechanical or even customs delay. Customers were upset of these issues when they were expected to have on-time delivery of their shipments.
Customer is a King, it is true in real sense for the Business success in today’s competitive markets as it requires a high understanding and respect of the customer. Customers are demanding, have more money to spend and have a wide collection of goods and services to choose from. To satisfy the customers, retailers must be able to listen to their feedback and improve services and goods to keep of clients. Customer satisfaction gives an indication of how much successfully the organization is meeting the demands of customers. All activities of the retail chain stores are directed towards customer satisfaction which leads to customer retention--a pivotal factor for business growth. The principle agenda of this research paper is to illustrate the importance of customer satisfaction in the retail industry. The retail industry being the highly competitive field, being able