ManuScript Details
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Paper Id:
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IJGRD1015
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Title:
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SERVICE QUALITY DIMENSIONS AS PREDICTORS OF CUSTOMER SATISFACTION IN THE COURIER INDUSTRY: A QUANTITATIVE STUDY
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| Published in: |
International Journal of Global Research and Development |
| Publisher: |
IJGRD |
| ISSN: |
ISSN Applied |
| Volume / Issue: |
Volume 1 Issue 3 |
| Pages: |
9
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| Published On: |
6/11/2026 9:03:58 AM (MM/dd/yyyy) |
Main Author Details
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Name:
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Dr.Ranjith Somasundaran Chakkambath |
| Institute: |
AMITY KOCHI |
Co - Author Details
| Author Name |
Author Institute |
| Dr.Shamsi Sukumaran |
AMITY KOCHI |
| Adnan Ameer Khan |
AMITY KOCHI |
Abstract
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Research Area:
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Logistics |
| KeyWord: |
Service Quality, Customer Satisfaction, Courier Industry, Factor Analysis, Regression, SERVQUAL |
| Abstract: |
The courier industry has become integral to global commerce and e-commerce, yet customer satisfaction remains highly dependent on perceived service quality. This quantitative study investigated the relationship between service quality dimensions and overall customer satisfaction in the context of a leading Indian courier service provider. Data were collected from customers using a structured questionnaire based on the SERVQUAL model. Two primary objectives guided the research: to determine the underlying factor structure of service quality attributes influencing customer choice, and to examine whether these service quality factors significantly predict overall customer satisfaction. The results revealed a strong positive correlation between service quality and overall satisfaction. Exploratory factor analysis extracted two distinct latent factors—Service Quality and Professionalism, and Customer Convenience and Support—demonstrating that the original five SERVQUAL dimensions condense into two higher-order factors within the courier context. Regression analysis confirmed that these service quality factors significantly predicted overall satisfaction, explaining a substantial proportion of the variance. The importance of this research lies in its contribution to service quality literature by offering a parsimonious two-factor model specifically for logistics services, which differs from the traditional five-dimensional framework. Practically, the findings provide actionable insights for courier companies seeking to enhance customer satisfaction by prioritizing professional service delivery alongside responsive customer support, thereby strengthening competitive advantage in an increasingly crowded marketplace. |
Citations
Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.
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IEEE
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Dr.Ranjith Somasundaran Chakkambath, Dr.Shamsi Sukumaran, Adnan Ameer Khan, "SERVICE QUALITY DIMENSIONS AS PREDICTORS OF CUSTOMER SATISFACTION IN THE COURIER INDUSTRY: A QUANTITATIVE STUDY", International Journal of Global Research and Development,
vol. 1, no. 3, pp. 10-18, 2026.
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MLA
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Dr.Ranjith Somasundaran Chakkambath, Dr.Shamsi Sukumaran, Adnan Ameer Khan "SERVICE QUALITY DIMENSIONS AS PREDICTORS OF CUSTOMER SATISFACTION IN THE COURIER INDUSTRY: A QUANTITATIVE STUDY." International Journal of Global Research and Development,
vol 1, no. 3, 2026, pp. 10-18.
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APA
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Dr.Ranjith Somasundaran Chakkambath, Dr.Shamsi Sukumaran, Adnan Ameer Khan (2026). SERVICE QUALITY DIMENSIONS AS PREDICTORS OF CUSTOMER SATISFACTION IN THE COURIER INDUSTRY: A QUANTITATIVE STUDY. International Journal of Global Research and Development,
1(3), 10-18.
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SERVICE QUALITY DIMENSIONS AS PREDICTORS OF CUSTOMER SATISFACTION IN THE COURIER INDUSTRY: A QUANTITATIVE STUDY
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