Service Quality and Customer Satisfaction in Last Mile Logistics: Evidence from a Courier and Parcel Delivery Firm
DOI:
https://doi.org/10.61220/famj.v1i1.20255Keywords:
Service quality, Customer satisfactionAbstract
This study investigates whether the SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—predict customer satisfaction in a courier and parcel-delivery (last-mile logistics) company. A cross-sectional survey of 100 customers selected via purposive sampling was administered using multi-item Likert scales. Data were analyzed with multiple regression to estimate the marginal contribution of each dimension and to assess the joint (simultaneous) effect on satisfaction. The findings show that all five dimensions are positively and significantly associated with customer satisfaction, and the model confirms a significant joint influence. Responsiveness and empathy emerge as the strongest predictors, whereas assurance exhibits the weakest effect, indicating room for improvement in perceived security, reliability of commitments, and service guarantees. Managerially, the company should sustain strengths related to empathy, tangibles, and responsiveness (e.g., attentive staff, clear physical cues of service quality, swift handling of requests) while prioritizing initiatives that bolster assurance—such as transparent service policies, consistent delivery promises, and credibility signals. The study adds firm-level evidence from the last-mile logistics sector, reinforcing the relevance of SERVQUAL for explaining satisfaction in time-sensitive, technology-enabled delivery contexts.
References
Al-Damen, R. (2017). Health care service quality and its impact on patient satisfaction “case of Al-Bashir Hospital”.
Alamsyah, N., Lubis, A. L., & Hamdi, D. (2019). Formulation of marketing strategies in expedition services company with SWOT and QSPM methods. In Proceedings of the International Manufacturing Engineering Conference & The Asia Pacific Conference on Manufacturing Systems (pp. 3-9). Singapore: Springer Singapore.
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., ... & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Afifah, J. F., Rakib, M., & Isma, A. (2024). Development Business Based on E-Commerce in Improving Service Quality in Crafte House Businesses. International Journal of Research and Innovation in Social Science, 8(15), 129-140.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.
Atlin, G. N., Cairns, J. E., & Das, B. (2017). Rapid breeding and varietal replacement are critical to adaptation of cropping systems in the developing world to climate change. Global food security, 12, 31-37.
Bove, L. L. (2019). Empathy for service: benefits, unintended consequences, and future research agenda. Journal of Services Marketing, 33(1), 31-43.
Deng, Z., Jean, R. J. B., & Sinkovics, R. R. (2018). Rapid expansion of international new ventures across institutional distance. Journal of International Business Studies, 49(8), 1010-1032.
Engler, T. H., Winter, P., & Schulz, M. (2015). Understanding online product ratings: A customer satisfaction model. Journal of Retailing and Consumer Services, 27, 113-120.
Gao, L., & Waechter, K. A. (2017). Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation. Information Systems Frontiers, 19(3), 525-548.
Iddrisu, A. M., Nooni, I. K., Fianko, K. S., & Mensah, W. (2015). Assessing the impact of service quality on customer loyalty: a case study of the cellular industry of Ghana. British Journal of Marketing Studies, 3(6), 15-30.
Isma, A., Alisyahbana, A. N. Q. A., Rahmawati, R., & Kadir, R. (2024, December). A Quantitative Study on Culinary Tourism: The Effect of Service Quality on Purchase Decision Through Trust and Word of Mouth. In Proceedings International Conference on Marine Tourism and Hospitality Studies (Vol. 1, No. 1, pp. 177-191).
Karamustafa, K., & Ülker, P. (2020). Impact of tangible and intangible restaurant attributes on overall experience: a consumer oriented approach. Journal of Hospitality Marketing & Management, 29(4), 404-427.
Kartawinata, B. R., Akbar, A., Wijaksana, T. I., & Nurlela, S. N. (2021). The Quality of Logistic and Expedition Business Services in the Era Covid 19 (Study on Shipping and Logistics Company in Indonesia). Sao Paulo, 9.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
Kotler, P & Keller, K. L., (2009). Manajemen Pemasaran (Alih bahasa :Benyamin Molan), Edisi 12 jilid 1. Jakarta: PT. Index.
Lu, C., Berchoux, C., Marek, M. W., & Chen, B. (2015). Service quality and customer satisfaction: qualitative research implications for luxury hotels. International Journal of Culture, Tourism and Hospitality Research, 9(2), 168-182.
Lupiyoadi, R & Hamdani, A. (2006). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89, 371-377.
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability, 11(4), 1113.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Sharma, D., Paul, J., Dhir, S., & Taggar, R. (2022). Deciphering the impact of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour. Asia Pacific Journal of Marketing and Logistics, 34(10), 2052-2072.
Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative on-line reviews. Tourism Management, 69, 214-222.
Tung, V. W. S., Chen, P. J., & Schuckert, M. (2017). Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance. Tourism management, 59, 23-35.
Wen, H., Zhong, Q., & Lee, C. C. (2022). Digitalization, competition strategy and corporate innovation: Evidence from Chinese manufacturing listed companies. International Review of Financial Analysis, 82, 102166.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Ilma Wulansari Hasdiansa, Sitti Hasbiah (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Email: famj@lontaradigitech.com
