Customer-Centric Shipping: The Influence of Service Quality Dimensions on Customer Satisfaction in Global Logistics

Abstract

In today’s fast-paced and interconnected world, customer satisfaction has become a crucial factor in the success of global shipping services, particularly as e-commerce continues to expand. The logistics industry is under mounting pressure to meet escalating consumer expectations for service quality. This study examines the influence of key service quality dimensions, including order accuracy, timeliness, personnel contact quality, and information quality, on customer satisfaction in global shipping services. Based on responses from 300 participants collected through structured surveys, the findings reveal that order accuracy, personnel contact quality, and information quality have a significant impact on customer satisfaction. At the same time, timeliness surprisingly shows no notable effect, suggesting that customers may prioritise reliability and communication over speed alone. These results highlight the need for courier companies to prioritise accurate deliveries, invest in comprehensive employee training, and ensure the availability of clear, real-time information for customers. By addressing these areas, logistics companies can foster greater customer satisfaction, strengthen their competitive position, and contribute to the growth of Malaysia’s dynamic digital economy. The study offers actionable insights for logistics providers to refine their service strategies, adapt to evolving consumer demands, enhance operational efficiency, and contribute to the advancement of the e-commerce ecosystem in Malaysia and beyond.