ABSTRACT

The Covid-19 pandemic has brought a significant shift in various sectors including
the courier services industry. During the pandemic, demand for courier services grew
dramatically in line with the growth of e-businesses, as residents were forced to stay
at home and could only shop online rather than physically, as was the case before
the pandemic. Hence, the measure of the service quality of the courier services can
be based on the customers’ satisfaction for the services provided by the courier
services’ companies. This study is conducted to determine the measurements of
customer’s satisfaction towards courier services in Malaysia during Covid-19 among
students in UiTM Kedah. An online survey was constructed and circulated among
the students in order to better understand the assurance, responsiveness, reliability,
empathy, and the tangible of courier services.
Keywords: courier services; customer satisfaction; assurance; responsiveness;
reliability; empathy; tangible