Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar

There has been a tremendous paradigm shift in the retail sector where most of the retails, trading and any other form of business has shift from brick-and-mortar stores to e-commerce platform. As the e-retailers is facing an intense competition in the digital market, courier service quality is one o...

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Main Author:	Muhthar, Normazahani
Format:	Thesis
Language:	English
Published:	2023
Subjects:	Electronic commerce
Online Access:	https://ir.uitm.edu.my/id/eprint/91098/1/91098.pdf
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id	my-uitm-ir.91098
record_format	uketd_dc
spelling	my-uitm-ir.910982024-07-22T03:48:25Z Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar 2023 Muhthar, Normazahani Electronic commerce There has been a tremendous paradigm shift in the retail sector where most of the retails, trading and any other form of business has shift from brick-and-mortar stores to e-commerce platform. As the e-retailers is facing an intense competition in the digital market, courier service quality is one of important characteristics to gain competitive advantage. However, most of studies in courier service quality are focusing on online shopper perception rather than e-retailers. Hence, study about courier service quality from e-retailers point of view is still lacking. Therefore, this study fills in the gap by exploring the courier service quality attributes in e-retailers' selection of the courier service provider (CSP). This research was conducted based on qualitative approach. A sample often (10) informants was selected for interview. Interview data were collected using semi-structured questions designed based from literature review. The data collected then was analysed using the thematic analysis method to determine the major themes that influence the e-retailers' intention to choose their preferred CSP. The analysis of interview identified that Systematic Pre-Delivery, Transparent and Seamless Delivery, Convenience After Delivery have been the factors that influence the e-retailers' choice of courier service providers. The findings of the research suggested the Theoretical Framework of Courier Service Quality as a strategic approach for the courier company to segmentized their customer's based on their roles and needs. The ability to accommodate the e-retailers' expectation will attract a good business alliance with the e-retailers, gaining their trust and winning the competitive advantage and finally to ensure that the courier industry can grow in tandem with the booming of the e-commerce industry. 2023 Thesis https://ir.uitm.edu.my/id/eprint/91098/ https://ir.uitm.edu.my/id/eprint/91098/1/91098.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Business and Management Jaafar, Harlina Suzana
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Jaafar, Harlina Suzana
topic	Electronic commerce
spellingShingle	Electronic commerce Muhthar, Normazahani Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
description	There has been a tremendous paradigm shift in the retail sector where most of the retails, trading and any other form of business has shift from brick-and-mortar stores to e-commerce platform. As the e-retailers is facing an intense competition in the digital market, courier service quality is one of important characteristics to gain competitive advantage. However, most of studies in courier service quality are focusing on online shopper perception rather than e-retailers. Hence, study about courier service quality from e-retailers point of view is still lacking. Therefore, this study fills in the gap by exploring the courier service quality attributes in e-retailers' selection of the courier service provider (CSP). This research was conducted based on qualitative approach. A sample often (10) informants was selected for interview. Interview data were collected using semi-structured questions designed based from literature review. The data collected then was analysed using the thematic analysis method to determine the major themes that influence the e-retailers' intention to choose their preferred CSP. The analysis of interview identified that Systematic Pre-Delivery, Transparent and Seamless Delivery, Convenience After Delivery have been the factors that influence the e-retailers' choice of courier service providers. The findings of the research suggested the Theoretical Framework of Courier Service Quality as a strategic approach for the courier company to segmentized their customer's based on their roles and needs. The ability to accommodate the e-retailers' expectation will attract a good business alliance with the e-retailers, gaining their trust and winning the competitive advantage and finally to ensure that the courier industry can grow in tandem with the booming of the e-commerce industry.
format	Thesis
qualification_level	Master's degree
author	Muhthar, Normazahani
author_facet	Muhthar, Normazahani
author_sort	Muhthar, Normazahani
title	Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
title_short	Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
title_full	Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
title_fullStr	Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
title_full_unstemmed	Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar
title_sort	exploring e-retailers' perception of courier service quality: a qualitative approach / normazahani muhthar
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	2023
url	https://ir.uitm.edu.my/id/eprint/91098/1/91098.pdf
_version_	1811768757032321024

Exploring e-retailers' perception of courier service quality: a qualitative approach / Normazahani Muhthar

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