11th International Conference on ICT for Sustainable Development

Authors - Ann Mary Francis, C. Rojalin Patri, A. Varun Raj, B. Harijith M
Abstract - This study evaluates the extent of customer satisfaction with private logistics service providers, where courier services are widely used. The study aims to comprehend customer perception of service quality by implementing a dual survey method: a customer service call survey and a walk-through audit. The key is to determine the areas of improvement and increase overall customer satisfaction. The findings indicate that more than 40% of the customers are dissatisfied with the service delivered. Findings indicate major problem areas are delivery experience, communication channels, and customer service interactions. The findings indicate that Order and tracking (improving order accuracy, transparency, and real-time tracking ability), Delivery (enhancing delivery timeliness, reliability, and communication during the delivery process), and Facility Factors (streamlining facility layout, staffing, and processes to facilitate smooth operations and effective service delivery) must be enhanced. Through the enhancement of these three aspects, private logistics service providers can enhance overall customer satisfaction.