The rapid growth of digitalization has transformed the nature of business nowadays. The tremendous changes also include the business support system such as courier service and postal industry. In supporting the digitalization transformation, the Malaysian government has suggested various innovations, including in the courier service and postal industry, such as implementing PUDO at PEDi centre. It is crucial to identify the consumer's perception of the courier service quality to ensure success in implementation. The awareness of the potential customers of this new alternative will accelerate the adoption stage of the changes. Besides, the promptness, accuracy, safety, convenience and tangibles will identify the customers' satisfaction and acceptance of the new alternative. To demonstrate the importance of perceived service quality and its dimensions in the context of PUDO implementation in Sabah, this research will involve 150 respondents from courier service and postal users in Sabah . Quantitative methods will be adapted, and a survey form will be used to gather the data. The data will be analyzed by using PLS-SEM. The findings of this research will lead to the promoting and hindering factors of PUDO implementation at PEDi in Sabah. It also can be a successful framework for the service provider to succeed in Sabah.
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