Service Quality and Client Satisfaction in the Courier Industry

E-commerce has changed logistics and courier services, raising standards for how quickly packages are delivered, how well they are handled, and how well customers are helped. In the Philippines, community-based courier services like Express Riders have started to satisfy these needs. The purpose of this study was to assess consumer satisfaction with Express Riders' courier services, concentrating on delivery efficiency, package management, and complaint resolution. A descriptive-quantitative research design was employed, encompassing 100 clients of Express Riders. A standardized questionnaire on a 5-point Likert scale was applied for data collection, and convenience sampling was utilized to recruit participants. Descriptive statistics were used like frequency, percentage, and mean scores. The data showed that most of the people who utilized the service were young women who worked and used courier services a lot because they shopped online. Customers were generally happy with all aspects of the service. The average score for delivery services and parcel handling was 3.5, which means "Satisfied." The average score for complaint management was a little higher, at 3.6. But the fact that digital platforms were easy to use and that customers were likely to suggest the service demonstrated that there was still opportunity for development. The survey finds that Express Riders serves fundamental consumer needs well, but to make customers happier overall, they need to improve digital accessibility and create stronger customer loyalty programs. It is suggested that there be ongoing improvements to operations and specific initiatives for getting customers involved.