The booming of e-commerce has encouraged the e-retailer to consider courier service quality as an important characteristic to gain a competitive advantage. As many studies in courier service quality focus on the perceptions of e-shoppers, studies exploring the perceptions of e-retailers are lacking. Thus, this conceptual paper attempts to fills in the gap by exploring the courier service quality from the perception of the e-retailer. A qualitative methodology has been adopted to collect the primary data from semi-structured interviews. The findings can be a reference to improve the existing theory on courier service quality. The new develop framework aiming to offer a holistic approach to increase the efficiency of courier service providers by segmentizing their market as well as the need in every phase of the parcel delivery process.
Bopage, G., Nanayakkara, J., & Vidanagamachchi, K. (2019a). A strategic model to improve the last mile delivery performance in ecommerce parcel delivery. Proceedings of the International Conference on Industrial Engineering and Operations Management, 2019(MAR), 2018–2019.
Bopage, G., Nanayakkara, J., & Vidanagamachchi, K. (2019b). A strategic model to improve the last mile delivery performance in ecommerce parcel delivery. Proceedings of the International Conference on Industrial Engineering and Operations Management, 2019(MAR), 2018–2019.
Brito, E. P. Z., Aguilar, R. L. B., & Brito, L. A. L. (2007). Customer choice of a car maintenance service provider: A model to identify the service attributes that determine choice. International Journal of Operations and Production Management, 27(5), 464–481. https://doi.org/10.1108/01443570710742366
Chen, M. C., Chang, K. C., Hsu, C. L., & Yang, I. C. (2011). Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Asia Pacific Journal of Marketing and Logistics, 23(3), 386–410. https://doi.org/10.1108/13555851111143277
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in E-retailing. Journal of Service Research, 8(3), 260–275. https://doi.org/10.1177/1094670505278867
Crescentini, A., & Mainardi, G. (2009). Qualitative research articles: Guidelines, suggestions and needs. Journal of Workplace Learning, 21(5), 431–439.
https://doi.org/10.1108/13665620910966820
Department of Statistics Malaysia (2020) : Retrieved from
https://www.dosm.gov.my/v1/index.php?r=column/cthemeByCat&cat=473&bul_id=cmRYZ21sUVF4elBySHVWckhkMGU4Zz09&menu_id=b0pIV1E3RW40VWRTUkZocEhyZ1pLUT09 on 7/10/2022.
Dones, R. L. E., & Young, M. N. (2020). Demand on the of Courier Services during COVID-19 Pandemic in the Philippines. 2020 7th International Conference on Frontiers of Industrial Engineering, ICFIE 2020, 131–134. https://doi.org/10.1109/ICFIE50845.2020.9266722
Ducret, R., 2014. Parcel deliveries and urban logistics: Changes and challenges in the courier express and parcel sector in Europe—The French case. Research in Transportation Business & Management, 11
Du, F., Ang, S., Yang, F., & Yang, C. (2018). Price and distribution range of logistics service providers considering market competition. Asia Pacific Journal of Marketing and Logistics, 30(4), 762–778. https://doi.org/10.1108/APJML-09-2017-0208
Ejdys, J., & Gulc, A. (2020). Trust in courier services and its antecedents as a determinant of perceived service quality and future intention to use courier service. Sustainability (Switzerland), 12(21), 1–19. https://doi.org/10.3390/su12219088
Garver, M. S., Williams, Z., Taylor, G. S., & Wynne, W. R. (2012). Modelling choice in logistics: A managerial guide and application. International Journal of Physical Distribution and Logistics Management, 42(2), 128–151. https://doi.org/10.1108/09600031211219654
Hsu, C. L., Chen, M. C., Chang, K. C., & Chao, C. M. (2010). Applying loss aversion to investigate service quality in logistics: A moderating effect of service convenience. International Journal of Operations and Production Management, 30(5), 508–525. https://doi.org/10.1108/01443571011039605
Izzah, N., Rifai, D., & Yao, L. (2016). Relationship-courier partner logistics and e-commerce enterprises in Malaysia: A review. Indian Journal of Science and Technology, 9(9), 1–10. https://doi.org/10.17485/ijst/2016/v9i9/88721
Kawa, A., & ?wiatowiec-Szczepa?ska, J. (2021). Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis. Journal of Business and Industrial Marketing, 36(13), 220–235. https://doi.org/10.1108/JBIM-09-2020-0429
Kilibarda, M., Andreji?, M., & Popovi?, V. (2020). Research in logistics service quality: A systematic literature review. Transport, 35(2), 224–235.
https://doi.org/10.3846/transport.2019.11388
Kovács, G., & Spens, K. M. (2005). Abductive reasoning in logistics research. International Journal of Physical Distribution and Logistics Management, 35(2), 132–144. https://doi.org/10.1108/09600030510590318
Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: A triadic view. Industrial Management and Data Systems, 116(3), 388–415. https://doi.org/10.1108/IMDS-04-2015-0116
Malaysia Communication and Multimedia Comission. (2020). Indsurty Performance Report 2020. Retreived from https://www.mcmc.gov.my/en/resources/industry/industry-performance-report on 1/2/2021.
Malaysia Communication and Multimedia Comission. (2020). Malaysia Internet Surver. Retrieved from https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/IUS-2020-Report.pdf on 2/2/2021.
Malaysia Communication and Multimedia Comission. (2022). Performance for Domestics Parcel Service. Retrieved from
https://www.mcmc.gov.my/skmmgovmy/files/attachments/Domestic_Parcel_Service.pdf
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104.
https://doi.org/10.1509/jmkg.65.4.82.18390
Morganti, E., Seidel, S., Blanquart, C., Dablanc, L., & Lenz, B. (2014). The Impact of E-commerce on Final Deliveries: Alternative Parcel Delivery Services in France and Germany. Transportation Research Procedia, 4(0), 178–190.
https://doi.org/10.1016/j.trpro.2014.11.014
Muralidharan, R. (2018). The Impact of E-Commerce on Parcel Shipping Operators in The EU and The US Rohit Muralidharan The Impact of E-Commerce on Parcel Shipping Operators in The EU and The US Examensarbete utfört i Transportsystem.
National E-Commerce Strategic Roadmap (2020). Retrieved from https://mdec.my/about-malaysia/government-policies/national-ecommerce-strategic-roadmap/ on 1/12/2020.
Nguyen, D. H., de Leeuw, S., Dullaert, W., & Foubert, B. P. J. (2019). What Is the Right Delivery Option for You? Consumer Preferences for Delivery Attributes in Online Retailing. Journal of Business Logistics, 40(4), 299–321. https://doi.org/10.1111/jbl.12210
Palaima, T., & Auruškevi?iene, V. (2007). Modeling relationship quality in the parcel delivery services market. Baltic Journal of Management, 2(1), 37–54.
https://doi.org/10.1108/17465260710720237
Ruth Davis, E., & Ruth, E. (2006). The Role of Logistics Service Quality in Creating Customer Loyalty The Role of Logistics Service Quality in Creating Customer Loyalty Recommended Citation Recommended Citation. https://trace.tennessee.edu/utk_graddiss
Sze, J., Ho, Y., Ong, D., Teik, L., Tiffany, F., Kok, L. F., & Teh, T. Y. (2012). Logistic Service Quality among Courier Services in Malaysia. International Conference on Economics, Business Innovation, 38, 113–117.
Thanthirige, P., Shanaka, R., Of, A., Contributing, F., Time, T. O., Of, O., Shehzad, A., & Keluarga, D. D. (2016). examining consumer online behaviour. August.
Tsoukatos, E. (2014). Customer behaviour , service quality and the effects of culture?: A quantitative analysis in Greek insurance . Submitted for the Degree of PhD. May.
Tu Van Binh, & Nguyen Thanh Kien. (2016). Factors Impacting on the Selection of Third Party Logistics Provider. China-USA Business Review, 15(12), 616–627.
https://doi.org/10.17265/1537-1514/2016.12.004
Xing, Y., Grant, D. B., McKinnon, A. C., & Fernie, J. (2010). Physical distribution service quality in online retailing. International Journal of Physical Distribution and Logistics Management, 40(5), 415–432. https://doi.org/10.1108/09600031011052859
In-Text Citation: (Muhthar et al., 2022)
To Cite this Article: Muhthar, N., Jaafar, H. S., & Nasir, S. (2022). Factors Influencing E-Retailer Choice of Courier Service Provider: A Conceptual Paper. International Journal of Academic Research in Business and Social Sciences, 12(11), 2367– 2378.
Copyright: © 2022 The Author(s)
Published by Knowledge Words Publications (www.kwpublications.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
