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Beyond parcels: exploring the service quality-driven paradigm of customer satisfaction in the courier sector

Weng Kar Foo & Jeffrey S.S. Cheah

International Journal of Services and Operations Management2026https://doi.org/10.1504/ijsom.2026.150894article
AJG 1
Weight
0.37

What the paper says

Against the backdrop of the COVID-19 pandemic, this study delves into the dynamic between courier service quality and the contentment of young customers. Harnessing the robust SERVQUAL model, we engaged 217 Malaysians under 40, employing structural equation modelling. The findings resonate with the positive influence of assurance, empathy, reliability, and tangibility on customer satisfaction, though responsiveness veers in a different direction. Beyond its theoretical contribution to the SERVQUAL model, this research carves a unique niche by dissecting the interplay of courier service quality and customer satisfaction, resonating strongly with young consumers during the pandemic. Practical implications abound, empowering courier firms to optimise their service quality for enhanced customer experience.

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https://doi.org/https://doi.org/10.1504/ijsom.2026.150894

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@article{weng2026,
  title        = {{Beyond parcels: exploring the service quality-driven paradigm of customer satisfaction in the courier sector}},
  author       = {Weng Kar Foo & Jeffrey S.S. Cheah},
  journal      = {International Journal of Services and Operations Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1504/ijsom.2026.150894},
}

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Beyond parcels: exploring the service quality-driven paradigm of customer satisfaction in the courier sector

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Evidence weight

0.37

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.16 × 0.4 = 0.06
M · momentum0.53 × 0.15 = 0.08
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.