Reference no: EM133248273

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Related Literature

In both the e-commerce and logistics sectors, service quality is crucial (Hong, Zheng, Wu, and Pu, 2019). In addition, the study's findings indicated that while integrity does not significantly affect customer satisfaction, convenience, communication, reliability, and responsiveness do. Additionally, e-commerce logistic providers must raise the caliber of their services if they want to help the business grow. Service quality has received a lot of discussion in the literature, and it is frequently seen as the result of customers' expectations of the benefit they want to receive vs their perception of the real value they have received. In a nutshell, benefit quality is the customer's general reaction to the comparable organization's benefit. Studies in the behavioral purpose field had linked benefit quality to satisfaction. Client satisfaction is viewed as a fundamental driver of execution in the government administration sector, making its assessment and management crucial. As a result, fulfillment can be seen as the foundation of all possible connections between two people and placed at the center of an exchange-based relationship. Many authors concur that enthusiastic engagement leads to fulfillment (Ekaabi, Khalid, 2020).

Local Related Literature

The study's main focus was on how Grab and Lalamove's four service quality dimensions-tangible, reliability, assurance, and responsiveness-affect consumer happiness. Due of the shift in consumer behavior brought on by this pandemic, courier services like Grab and Lalamove are in high demand. With the information acquired, it is safe to say that the four aspects of service quality have an impact on how satisfied clients are with courier services. The responsiveness component has the greatest impact among the four, followed by the assurance, tangibility, and reliability dimensions. This supports Quddus &'s findings. According to Hudrasyah (2014), Le, Nguyen, and Truong; Ngaliman, Eka, and Suharto (2019), the four dimensions are significant courier service elements that have a direct impact on and a direct influence on customer satisfaction.

Customers that used courier services during a pandemic were pleased with their performance. This merely demonstrates that the courier services live up to the clients' expectations. Customers of Grab services are more satisfied than those of Lalamove services when it comes to tow courier services. Customers who have used Grab and Lalamove report that the courier service providers took a very lengthy time to deliver their packages. This predicament and the issue are unavoidable for a number of reasons, including the fact that occasionally a single neighborhood, street, or block is placed under targeted lockdown. Some places where courier services are set to deliver are delayed for a while due to the pandemic and the government's tight quarantine protocol.

Foreign Related Literature

A service quality model created by Gronroos in 1993 employs the conventional idea of customer satisfaction and discontent to interpret perceived and expected service quality. He named the model's dimensions as being technical quality and functional quality. Technical quality was an assessment of the customer's satisfaction with the "what" the company delivered. Functional quality, on the other hand, is described as how satisfied customers are with a product or service. The model that was presented was creative, but it did not offer a measuring device to back up their claims. The five SERVQUAL characteristics were utilized by Parasuraman et al. (1988) to build a gap model of service quality, which they used to assess the discrepancies between actual and expected levels of service.

The five SERVQUAL measures track the discrepancy between what customers believe they are getting and what they actually receive. You may determine customer expectations, perceptions, and areas for improvement using the SERVQUAL methodology (Qualtrics, 2020).

Based on the coordinates seen in connections between consumers and businesses, Parasuraman created a gap analysis model to measure the extent of the impact of service quality. This type offers five service metrics characteristics in particular that is palpable, dependable, responsive, assured, and empathic. Customer satisfaction, for instance, may increase if customers perceive that the use of quality dimensions may satisfy their wants and wishes behavior (Ismail and Yunan, 2016). (Ismail and Yunan, 2016).  Scheck (2016) asserts that there are seven efficient methods for boosting client happiness. Every company should be familiar with its customers. Knowing the customers' names, addresses, and ages is not sufficient to gain a better understanding of them; instead, the business needs to be aware of their interests and preferences in order to improve its goods and services and, at the same time, to make better decisions about what it will be offering in the future. Offering personalized services will help the business get to know its clients better, which will benefit both the clientele and the business in order to ensure consumer loyalty. If the business offers clients product training and customer support, customers might know more about the product. Helping clients even after they've made a purchase can extend the product's lifespan; as a result, customers will believe that the business is offering exceptional services and are more likely to make another buy in the future.