Factors Affecting Customer Satisfaction at J&T Express in Malaysia

Liem Gai Sin; Joon Weng Leong; Shu Jie Lee; Wei Keat Lee; Zhi Qing Lee

doi:10.32535/ijthap.v5i3.1878

Factors Affecting Customer Satisfaction at J&T Express in Malaysia

Liem Gai Sin, Joon Weng Leong, Shu Jie Lee, Wei Keat Lee, Zhi Qing Lee

Abstract

This J&T Express is a courier company in Southeast Asia that emphasizes customer-oriented service and efficiency. Many shopping platforms such as Lazada, Shopee, Tiktok, and others have chosen J&T Express as one of their logistic partners. This research provides consumers' evaluation of every detail of J&T Express' operations and how the company improves and maintains those evaluations. The research examines how customer satisfaction is influenced by price, convenience, service quality, and safety. We applied SPSS to test hypotheses with a sample size of 150 customers. The online survey was carried out through Google Forms. The findings revealed that customer satisfaction was strongly influenced by service quality, safety, and price when using J&T Express.

Keywords: Convenience, Customer Satisfaction, J&T Express, Price, Safety, Service Quality.

Keywords

Convenience, Customer Satisfaction, J&T Express, Price, Safety, Service Quality.

Full Text:

PDF

References

Arumugam, N., Subramaniam, A., Mylvaganam, G., & Singh, K. (2020). Customer satisfaction perpetuates loyalty: A case study. International Journal of Academic Research in Business and Social Sciences, 10(12), 149-161.

Aryani, D., Nair, R., Hoo, D., Kee, D., Lim, D., Chandran, D., . . . Desai, A. (2021). A study on consumer behaviour: Transition from traditional shopping to online shopping during the COVID-19 pandemic. International Journal of Applied Business and International Management, 6(2), 81-95.

Berry, L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. J. Mark., 66(3), 1â€“17.

Colwell, S., Aung, M., Holden, A., & Kanetkar, V. (2008). Toward a measure of service convenience: Multiple-item scale development and empirical test. Journal of Services Marketing, 22(2), 160-169.

Copeland, M. T. (1993). Relation of consumers' buying habits to marketing methods. Harvard Business Review, 1(3), 282â€“289.

Djan, I., & Adawiyyah, S. (2021). Customer satisfaction analysis and its impact on customer loyalty delivery services reviewed from service quality and price. Technium Social Sciences Journal, 21(1), 635â€“644.

Fida., B. A., Ahmed., U., & Al-Balushi., Y. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the sultanate of oman. Sage Journal, 10(2).

Flona. (2021, March 3). 10 Best Courier Services to Use in Malaysia for 2021. Retrieved from z.com: https://web.z.com/my/blog/10-best-courier-services-to-use-in-malaysia-for-2021/

Hu, M. K., & Kee, D. M. (2021). Strategic Measures and Tactical Interventions for COVID-19 Impact Relief on SMEs.

iThink Logistics. (2020, April 13). Importance of delivery tracking system. Retrieved from iThink Logistics: https://ithinklogistics.com/blog/importance-of-delivery-tracking-system/

J&T Express. (2020). Career. Retrieved from jtexpress: https://www.jtexpress.my/career#:~:text=In%20November%202019%2C%20J%26T%20Express,drop%20points%20and%2025%20gateways

J&T Express. (2022, April 29). Privacy policy . Retrieved from J&T Express: https://www.jtexpress.my/legal/privacy-policy

Kaura, V., Durga Prasad, C., & Sharma, S. (2015, 6 1). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.

Kotler, P., & Armstrong, G. (2016). Principle of marketing (Sixteenth edition Global version). England: Pearson Education. Inc.

Maslach, C., Stapp, J., & Santee, R. (1985). Individuation: Conceptual analysis and assessment. Journal of Personality and Social Psychology, 49(3), 729-738.

Nagle, T., & MÃ¼ller, G. (2017). The strategy and tactics of pricing: A guide to growing more profitably. Routledge.

Neil Patel. (2022). Customer Satisfaction: Benefits, Examples & Importance. Retrieved from The All-In-One SEO Tool: https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/

Nur, U., & Muqorobin, M. (2020). Development of smart working assistance application for J&T Express couriers In Juwiring Klaten Branch. Internation Journal of Computer and Information System (IJCIS), 1(3), 52-54.

Palansamy, Y. (2021, February 7). Courier company J&T Express explains staffâ€™s violent handling of parcels caught on viral video (VIDEO). Retrieved from yahoo!news: https://malaysia.news.yahoo.com/courier-company-j-t-express-124544549.html

Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-49.

Patel, N. (2022). Customer Satisfaction: Benefits, Examples & Importance. Retrieved from The All-In-One SEO Tool: https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/

Patria, D. K., & Ariana, I. P. (2020). Responsibilities of expedition service company. Kertama Sermaya Journal, Vol. 8 No. 9 Year 2020, 15, 1366-1374.

Phing, S., Wei, N., Cia, S., Jenq, Y., & Qonitah, S. (2022). The impact of Covid-19 pandemic on consumer behavior: J&T Express courier services in Malaysia and Indonesia. Asia Pasific Journal of Management and Education (APJME), 5(1), 65-78.

Ramya, N., Kowsalya, K.,& Dharanipriya. (2019, February 2). Service quality and its dimensions. EPRA International Journal of Research and Development (IJRD), 4(2), 38-41.

Razak, I., Nirwanto, N., & Triatmanto, B. (2016). The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value. Journal of Marketing and Consumer Research, 59-68.

Rizki, K., Cahyadi, E. R., & Slamet, A. S. (2020). The Effect of Online Shop Owner Satisfaction on Logistic Services (Comparative Study of JNE and J&T Express). Indonesian Journal of Business and Entrepreneurship, 6(2), 196-204.

Rosendar, Y. (21 February, 2022). J&T Express Raises $2 Billion In Latest Funding From Temasek, Other Investors Ahead of Hong Kong IPO. Retrieved from forbes: https://www.forbes.com/sites/yessarrosendar/2022/02/18/jt-express-raises-2-billion-in-latest-funding-from-temasek-other-investors-ahead-of-hong-kong-ipo/?sh=3a1a259d4321

Srivastava, M., & Kaul, D. (2014). Social interaction, convenience and customer satisfaction: The mediating effect of customer experience. Journal of Retailing and Consumer Services, 21(6), 1028-1037.

Suciptawati, N. L. P., Paramita, N. L. P. S. P., & Aristayasa, I. P. (2019). Customer satisfaction analysis based on service quality: case of local credit provider in Bali. Journal of Physics: Conference Series, 1321(2), 1-6.

Tang, R., Tan, Y., Tan, Z., Tan, Y., Almawad, G., & Alosaimi, A. (2022). A study of courier service quality and customer satisfaction. International Journal of Applied Business and International Management, 7(1), 137-150.

To, T. H., Do, D. K., Bui, L. T., & Pham, H. T. (2020). Factors affecting customer satisfaction when buying on facebook in Vietnam. The Journal of Asian Finance, Economics and Business, 7(10), 267-271.

Twin, A. (2022, March 2). The 4 Ps. Retrieved from investopedia: https://www.investopedia.com/terms/f/four-ps.asp

ViaMe. (2021). Effective ways to ensure the safe delivery of your package. Retrieved from ViaMe: https://viame.ae/effective-ways-to-ensure-the-safe-delivery-of-your-package/

Yo, P., Kee, D., Yu, J., Hu, M., Jong, Y., Ahmed, Z., . . . Nair, R. (2021). The influencing factors of customer satisfaction: A case study of Shopee in Malaysia. Estudios de Economia Aplicada, 39(12), 1-16. doi:https://doi.org/10.25115/eea.v39i12.6839

Zardi, H., Wardi, Y., & Evanita, S. (2018). Effect of Quality Products, Prices, Locations and Customer Satisfaction toCustomer Loyalty Simpang Raya Restaurant Bukittinggi "Salero Nan Tau Raso". Advances in Economics, Business and Management Research, 64, 856-865.

DOI: https://doi.org/10.32535/ijthap.v5i3.1878