Choosing a Courier Service: Factors in Customer Preference

Abstract

Courier services are an integral part of logistic customer service and constitute a vital element from the standpoint of customer satisfaction. The aim of this paper is to identify the factors which inform customer decisions to choose a courier service by means of a survey conducted with a randomly selected group of respondents. The results were obtained using a questionnaire made available ONLINE. Decisions concerning the choice of a particular courier company depend on many factors, i.e. shipping price, timeliness of delivery, waiting time, as well as order completion time and customer service. The study also addressed the COVID-19 pandemic and its impact on the frequency of purchases through courier companies, showing that the lockdown affected that frequency substantially. The survey also found that courier and parcel stations are the most important form of delivery in the opinion of the respondents. It may be noted that, according to the survey, customers most frequently used courier services several times a month.