QR Code Link : Type : Thesis Subject : Business, Marketing, International Trade Main Author : Mohd Firdaus bin Baharom Title : Covid 19 Impact on Express Delivery Industry: A Case Study in Malaysia Content Type : still image (rdacontent) Media Type : computer (rdamedia) Carrier Type : online resource (rdacarrier)

Place of Production : Kuala Lumpur Publisher : Tun Razak Graduate School Year of Publication : October 2024 Physical Description : ill, 91 pages Notes : Research Project Submitted in Partial Fulfillment of the Requirements \r\nfor the Degree of Master of Business Administration\r\nUniversiti Tun Abdul Razak Corporate Name : UNIRAZAK Library PDF Full Text : Login required to access this item.

Abstract : UNIRAZAK Library

The COVID-19 pandemic had a profound impact on the global express delivery industry, significantly altering operations, service demand, and customer expectations. This study examines the specific effects of the pandemic on the express delivery industry in Malaysia, focusing on how industry players adapted to challenges such as heightened safety measures, shifts in consumer behavior, and the surge in e-commerce deliveries. Data were collected from 255 participants, including industry professionals, and analyzed using SPSS software to assess various factors such as operational efficiency, service quality, and customer satisfaction during the pandemic.A reliability analysis using Cronbach’s Alpha was conducted to ensure consistency across survey items, followed by regression analysis to explore relationships between key variables. The findings revealed a significant correlation between the industry's rapid adjustments to safety protocols and an increase in consumer trust. However, challenges such as delivery delays, cost pressures, and workforce shortages negatively impacted overall service performance. The beta coefficient for operational adjustments due to COVID-19 was 0.421, indicating a positive impact on customer satisfaction, while challenges like delivery delays showed a negative beta coefficient of -0.285, reflecting reduced service efficiency. This research provides insights into the express delivery industry's resilience during the pandemic and highlights areas for future improvement, particularly in addressing logistical challenges and optimizing service quality in response to crises. The results contribute to the existing literature on logistics and pandemic preparedness, offering valuable lessons for industry stakeholders in adapting to future disruptions.

This material may be protected under Copyright Act which governs the making of photocopies or reproductions of copyrighted materials. You may use the digitized material for private study, scholarship, or research.

Back to previous page

Installed and configured by UNIRAZAK Library
If you have enquiries with this repository, kindly contact us at pustaka@unirazak.edu.my or 03-2707275