Abstract
Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.
Highlights
The courier, express and parcel (CEP) market is booming around the world and in developing countries
In 2019, compared to the previous year, the global CEP market value increased by 7.9%, reaching EUR 330.3 billion, while in terms of volume, it rose by 9.1% to 60.7 billion packages
Many authors have studied various aspects of the quality of provided services, e.g., the quality of wMebasnityesa,utthheorsquhaavlietystoufdiiendfovramriaotuiosna,spthecetsqoufatlhiteyquofalisteyrvoifcpersovainddedthseerirviicmesp, aec.gt.,otnhecqounasluitmy eorf winetebnsittieosn,sthtoe pquuarclihtyasoef iinnftohremfuattiuorne,.the quality of services and their impact on consumer intentions to purchRaesseeainrcthheersfuotfuIrTe. systems confirmed that factors related to the quality of systems played a role in theRiersfeuatruchreerussoef [I1T0s8y]s. tMemcKs ncoignhfitrmetedal.theaxtafmacitnoerds rtewlaotesdpetocitfhice tqruuaslti-tbyuoilfdsiynsgtelmevseprsla: ythede awreoblesiitne qthueailritfyutaunrde uthsee [p1e0r8c]e.iMvecdKrneipguhttaettioanl., eaxnadmtihneeidr itnwflousepnecceifiocntirnuistti-ablupiuldricnhgasleevienrtse:ntthioenws.eTbshieteaquuthaloirtys vanerdiftiheedpaerhcyepivoetdherseipsurteagtiaornd,ianngdththeeipreirncfleuiveendcesoitne iqnuitaialiltypuhrachvainsge iantpenostiiotinvse
Summary
The courier, express and parcel (CEP) market is booming around the world and in developing countries. In Poland, courier services evolved due to the implementation of modern technologies and the development of e-commerce, which resulted from better access to the Internet and growing customer confidence in online shopping. This affected the structure of the client base, and B2C (business-to-consumer) services have gradually become dominant in terms of the volume of shipments [4]. Client loyalty, which is based on customer trust and long-term relationship, is considered as the key element affecting the sustainable performance of online shops. In the section preceding the conclusions, the research results are presented and discussed in the context of other researcher outcomes
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
