Study on the Factors Influencing Customer Satisfaction towards SME Logistics Industry During Pandemic Covid-19 in Klang Valley, Malaysia

Authors

  • Asokan Vasudevan
  • Abraham Varughese
  • Arasu Raman
  • Shiney John
  • Revathi Sagadavan
  • Sharmila Devi Ramachandran
  • Toong Hai Sam

Abstract

The deadly covid-19 pandemic, which hit the world in December 2019, had many negative impacts on Malaysia’s SME logistics Industry. This study investigates the influence of three independent factors, service quality, accessibility and pricing, on customer satisfaction in the SME logistics industry during the COVID-19 pandemic in Klang Valley, Malaysia. Data were collected from 210 respondents in Klang valley, Malaysia using a survey distributed through various online platforms. The data was collected using a descriptive research approach using a quantitative-based correlational research design, and the research instruments used were adapted from several past studies. Research hypotheses were analyzed using SPSS -26. The results indicate that service quality (β = 0.471, t =7.650, p < 0.01), and pricing   (β = 0.265, t = 4.130, p < 0.01) significantly strong  positive influence on  customer satisfaction in SME logistics industry . However, accessibility (β = 0.125, t = 2.008, p <0.01) have a slightly weak positive significant influence on customer satisfaction in SME logistics industry. With the help of the Kano model, a theory for product development and customer satisfaction, the present study has supported previous studies and clarified the roles played by service quality, accessibility and pricing towards customer satisfaction in the SME logistics industry during the COVID-19 pandemic in Klang Valley, Malaysia.

Downloads

Published

2023-01-09