The potential to evaluate the level of consumer satisfaction with online courier services is fundamental in determining the success of online commerce. This study aims to identify important things about online courier service quality. By doing this, the researchers will be able to reveal the feelings and attitudes of online customers towards these services offered by local and international couriers in the Philippines. What factors do customers consider when choosing an online courier? What factors affect the level of satisfaction of the consumers? The purpose of this study is to answer these questions, assessing the role of customer service, service quality, technology, and costs on consumer satisfaction. Data were collected from 50 respondents …show more content…
This includes: timeliness of delivery service, accuracy of documents, and the condition of the products or packages. They are also critical with the accuracy of the documents, services, and condition of the package which are being processed.
The costs when paying for electronic transactions such as shipping rates, box rates, and remittance fees are highly significant when it comes to the satisfaction of the consumers. The postal and cargo rates can only be fixed or changed by the Department of Trade and Commerce. DOTC has the only authority to regulate these rates as stated in the Republic Act 7354. Every consumer is expecting for a cheaper cost for practicality. One factor attributed to this is that younger consumers are more likely to have limited
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Many consumers are turning to online transactions because it saves time and money. However, they won’t be able to make transactions without the help of a trusted courier. The courier industry expands more and more each day because of its ease and convenience. It is essential that the factors influencing the satisfaction of young online consumers toward domestic and international courier companies may be determined. The three dimensions include: customer service, shipping service, and charges. All these factors – staff politeness, helpfulness, promptness, and problem handling, in the dimension of customer service are all significant in determining the satisfaction of online consumers. Couriers are quite synonymous with convenience and reliability. The customers are also critical with the accuracy of the documents and services which are being processed. Most especially, the condition of the package is highly critical in determining the satisfaction of consumers. Based on accumulated data and analytical results, majority of the respondents are over-all satisfied with the services offered by online couriers. This is a sign that the couriers based in the Philippines are successful in serving their customers. These satisfying services from the courier companies form the very backbone of the e-commerce
Customers rely on these services daily so by keeping their customer service high both from the product side and face to face customer relations USPS can retain their loyal customers while hoping to gain additional consumers. A survey needs to be done in order for the USPS management to be able to evaluate their customers experience and overall performance measures relating to their product. Customers know what they want and what they need, and for USPS to be able to reach out and identify what that is will be a tremendous tool for operating decisions in moving
The internet and World Wide Web are extremely well suited for conducting business electronically on a global basic, Web-based Electronic Commerce(EC) has introduced unprecedented opportunities for the marketing of products and services, accompanied by features, functionality and innovative methods to serve and support consumers. E-commerce has became a major catalyst of the economy and remains a vital growth engine for businesses today, It successful change the consumer behavior. Consumer purchases over the Internet continue to grow from year to year. The survey involving interviews with 42,238 people in 37 countries worldwide revealed that almost a quarter of internet users have shopped online and 15% plan to do so during the next six month. This represents an opportunity for FedEx as a provider of small-package delivery service.
By the time the financial institutions and the private domestic and international courier services has taken the opportunity by providing the people with more reliable service at less price (Nauman & Khan, 2015). Being associated with the government of a developed country the Australia Post has been trying to gain its importance in the Australian economy among the leading public and private financial institutions and private courier services. This project report will be based on the project report of a developmental case at the Australia
The City Couriers case study will be examined in regards to the company’s overall performance. The internal and external environments of City Couriers will be analysed in regards to the key performance requirements and key success factors. Issues with performance measurement, feedback, development and remuneration will be identified. Furthermore, the issues relating to validity, reliability, fairness and cost-effectiveness in the management of both performance and remuneration will be explored. This assessment aims to highlight the current situation and areas of improvement at City Couriers.
FedEx provides shipping services through FedEx Express, Ground, Freight, Custom Critical, Trade Networks, and Supply Chain (FedEx, 2014). Tracking and package management services are available for all services through fedex.com (FedEx, 2014). FedEx also shares knowledge of shipping best practices on its website (FedEx, 2014). FedEx Office is another division of FedEx, where customers have an in-store option for taking care of their shipping, copying, and printing needs (FedEx, 2014). FedEx connects our global economy by linking 99 percent of the world’s GDP (FedEx, 2014). FedEx Express services every US address, as well as 220 other countries (FedEx, 2014). Some of the corporation’s new services include FedEx Delivery Manager and One Rate (FedEx, 2014). FedEx Delivery Manager is a service that is tailored to the needs of the recipient of a package (FedEx, 2014). FedEx One Rate is simply that, flat-rate shipping without the weighing and measuring (FedEx, 2014).
More and more people are using computers and the Internet. Dual income families have increased spending; therefore more people are ordering products over the internet at a high rate. The Internet offers customers a one stop source for global shipping. Due to this, there has been an increase in using information technology and the Internet for businesses. This has created an increase in trade and investment along with global shipping logistics and supply chain solutions. With the increase in globalization, companies have had to adapt to the diverse work force and the culture of the countries in which they are conducting business. The parcel service industry is controlled by strict regulations and federal law. For example, September 11 brought stricter laws and regulations in the parcel service industry. Operations must maintain federal approval to operate in the United States.
A crucial objective for the company is to get the best available resources and make sure that the product is of standard quality (quality assurance & control). Extra care is required in maintaining the supply chain for businesses that
As mentioned in the case, there is a significant market potential (almost 870000 pieces per day) for documents and small package mailing. An analysis shows that in FEC stations, the volume for Courier Pak is 30% more than Priority One. That means Courier Pak market has a growing potential. In addition, it is found that the variable cost of it is the lowest among all other overnight delivery services provided by Federal Express (Table. 2). That means Courier Pak may be a more profitable product.
Project Management FedEx’s quarterly infographic consists of 70,000 team members, 40,000 motorized vehicles, 33 hubs, 27 FedEx smart post distribution centers, 500 pickup and delivery stations, 25 FedEx world service centers and 6,100 FedEx authorized ship center locations & alliance partners. As of 2005, FedEx Ground has opened 11 new hubs and expanded over 500 facilities. In October 2015, FedEx invested $1.2 billion across more than 70 expansion projects during fiscal 2015. In addition, $2.5 million was invested in expansion projects over the last five years. The expansions accelerated FedEx Ground delivery by one day in more than two-thirds of the United States.
Repairs come with many goals. These however are quite simple. Steel and Rodriguez (2008) suggest that ‘reducing turnaround time at its lowest cost while maintaining an acceptable quality level’ is one of the most important goals. This is the goal many companies wish to receive. All total costs of the operation should always be considered in reverse logistics, whether or not it is outsourced or even executed within the company. Programs such as energy consumption, recycling programs and waste generation should all be included within the repairs facilities. Turnaround time is usually the main element involved when deciding on consumers electronics, however many companies are recently finding that business customers should not focus solely on TAT. Their main concern is not falling short of product for customer replacements. This different approach would require a change resulting in a closer relationship with the customer to get a better insight on the daily inventory, and keeping track of any signs of stock out. Repair providers are faced with a lot of pressure, therefore less pressure on them may be provide a positive change and result in more accurate handling of products, as well as reduced costs in freight, which will then lead on to less emissions from transport. Repairs can be carried out more efficiently which can reduce carbon emissions, and therefore have a better impact on the environment.
Based on these concerns, retailers in the international marketplace have their work cut out for them. But through proper education of consumers, and the ever-expanding growth of the infrastructure in many countries, the future seems to be leaning heavily towards using the Internet for many needs.
As organizations move goods from source to place of utilization they enjoy utilities of place and time.According to Branch (2009) firms can choose one or combine several modes of transport to effectively move materials or products for scheduled production and smooth operation. Good transportation facilitates supply chain efficiency by delivering goods to the ultimate customer securely and in an economical way. Inbound transportation should plan for expected lead times to best manage delivery timelines. Baker (2010) states that organizations should have shipment visibility while managing inbound transportation. Additionally they should balance trade-off between imports costs and savings made at destination. This means keen focus on landed costs, customs clearance, shipments lead times and inventory holding costs. Supply chain performance is impacted by transport costs, speed and product delivery consistency. To achieve competitive performance Organizations must move materials in the right order, right quantity, right quality and right time (Bowersox,
In today’s world, a Smartphone has become essential part of daily life. There was a time when transactions happened through barter system. Thereafter was the emergence of notes and coins. And presently, the world is moving towards the “Digital Wallet”. Due to technology, mobile users can use their Smartphone to make money transactions or payments by using applications installed in their phone. Digital wallet system is an essential part of electronic commerce. E-commerce provides the capability of trading on the internet. A digital wallet is a virtual service used as a substitute for physical cash. The present study tries to study the various factors that can affect a consumer’s
As a solution for these issues, ensuring the shipments meet the daily cut-off schedule. Customers are to be informed proactively if there are any flight delays so that customers can give further instructions or they can make other arrangements. For customs issues, customers are to be educated of the different countries customs requirements and to notify customs delay.
In today’s era “INTERNET” is playing a significant role in our daily life. People can walk through the internet to one who is actually living on the different side of the planet, can send mails round the clock, search information & even buy things online. With this invention of internet there is a shift in traditional way of shopping. Now there is no need to open a physical store. One can be active at any time and place and purchase products and services. The number of users of internet is increasing day by day which means that online shopping is increasing. Various characteristics of online shopping is making it more convenient for the customers, as compared to traditional way of shopping such as the ability to view and purchase goods and