Service Quality and Customers Trust Towards Crafting Business Strategy for Courier Service Company

Abstract

Particularly as individuals migrate from conventional to online shopping because of the epidemic, courier services are essential for the economy. Establishing long-term bonds and guaranteeing consistent and trustworthy services depend on confidence. Service quality can be hampered, though, by road congestion and unsuccessful deliveries. This study evaluates consumer trust in courier services by means of the SERVQUAL model; therefore, it addresses service quality.  More perceived performance suggests more improved service quality. Evaluating service quality enables operators to modify their activities to satisfy consumer expectations and acquire a competitive edge. Courier services may remain competitive and help local communities by concentrating on service quality and understanding consumer demands. The study aimed to assess the impact of service quality in customers’ trust to courier services towards possible business strategies proposal. The study found that service quality predicts customers' trust in courier service providers, with assurance being the best predictor. Tangibility, reliability, responsiveness, assurance, and empathy are essential for trust. The null hypothesis was rejected, indicating a significant impact of service quality on customer trust. A proposed business strategy was developed to enhance or maintain service quality and customer trust.