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A study of critical factors of customer satisfaction in parcel delivery service
Abstract
Parcel delivery services (e.g., US Postal Service, UPS, and FedEx) are significant parts of modern transportation systems. Availability of service, responsiveness of service, reliability of service, completeness of service, and professionalism of service were identified as the five significant factors affecting customer satisfaction in parcel delivery service. A model of customer satisfaction in parcel delivery service was developed. Written questionnaire responses from 181 university academic departments in Nebraska and across the U.S. were used. The questionnaire determined the ranking of importance of factors and gathered data on the characteristics of each factor. The internal reliability of the questionnaire components was excellent. The research concluded that all the five factors were positively correlated with overall customer satisfaction with respect to all customers, US Postal Service (USPS) customers, UPS customers, and FedEx customers, for both outgoing and incoming parcel delivery services. Results show that reliability of service was ranked as the most important among the five factors with respect to eight conditions: all customers, USPS customers, UPS customers, and FedEx customers, for both outgoing and incoming parcel delivery services. Professionalism of service received the lowest rank among factors for three conditions, and it tied as the lowest rank for all other five conditions. Availability of service, responsiveness of service, and completeness of service were in the middle of the importance ranking with no consistent preference among the three factors. Descriptive statistics revealed that for the surveyed academic units for outgoing parcels, on average, 48% used FedEx, 25% used UPS, 22% used USPS and 5% used others. For incoming parcels the surveyed respondents reported, on average, 46% from UPS, 26% from FedEx, 22% from USPS and 6% from others. Thus for university departments/units, the majority of outgoing parcels were via FedEx and the majority of incoming parcels were via UPS.
Subject Area
Industrial engineering|Marketing
Recommended Citation
Li, Bingguang, "A study of critical factors of customer satisfaction in parcel delivery service" (2002). ETD collection for University of Nebraska-Lincoln. AAI3059955.
https://digitalcommons.unl.edu/dissertations/AAI3059955