Service Quality and Customer Satisfaction Toward Logistics Service Providers in Pasir Mas, Kelantan

Abstract

Logistics service providers (LSP) are getting more and more attention among small and micro traders (SMEs) these days which encourages them to maintain the quality of service to consumers. LSP service quality neglect issues such as item delivery delay, damage, item loss, and tracking record delay make their new challenge. The objective of the study is to compare service quality and customer satisfaction with LSP in Pasir Mas. The study uses 4 dimensions of service quality, namely reliability, responsiveness, assurance, and physical evidence in determining user satisfaction with LSP. 100 SMEs around Pasir Mas were selected to assess the extent of their service quality and satisfaction with two companies through an online survey form. t-test analysis and Multi-Dimensional Scaling (MDS) were used to test the comparison of service quality for both companies. The findings of the study show that there is a difference in the quality of services offered by J&T Express and Shopee Xpress in two elements, namely physical evidence and assurance compared to reliability and responsiveness. Referring to MDS found that Shopee Xpress got more attention from users than J&T Express. In summary, J&T Express and Shopee Xpress need to improve their service quality through the quality of product delivery, reduce the level of damage to consumer goods, and reduce record delays through the system. Future research should focus on a larger study sample, particularly in the Kelantan or East Coast areas to get a better picture of the impact of service quality provided by LSPs.