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Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru

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Listed:
  • Miguel Daniel Ramirez Del Castillo
  • Zaida Brenida Chavez-Romero
  • Carlos Alexis Alvarado-Silva
  • Geraldo Cesar Rosario De Oliveira
  • Sassy Emperatriz Gaytan-Reyna

Abstract

The aim of this research is to identify the factors impacting customer satisfaction, focusing on customer perceptions within one of the country's most prominent delivery companies, specifically centered in the city of Chiclayo, Peru. The study utilizes the SERVPERF model, which gauges customer perceptions across five dimensions: reliability, responsiveness, security, empathy, and tangibility. Interviews were conducted with the manager and several delivery drivers in the city to comprehend operational processes. To gather unbiased customer opinions, a survey was administered to 196 customers. The results indicate that customers assess the company's service quality as average. Despite the elevated demand, customers display a relatively low level of contentment with the service provided. Furthermore, the research explores the extent of customer satisfaction. Through Pearson's correlation analysis, it was ascertained that the dimensions exerting influence on satisfaction encompass reliability, security, and empathy. The study also establishes that the degree of satisfaction averages out and is intrinsically tied to the quality of service.

Suggested Citation

  • Miguel Daniel Ramirez Del Castillo & Zaida Brenida Chavez-Romero & Carlos Alexis Alvarado-Silva & Geraldo Cesar Rosario De Oliveira & Sassy Emperatriz Gaytan-Reyna, 2023. "Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 12, September.
    • Handle: RePEc:bjz:ajisjr:2471
    DOI: https://doi.org/10.36941/ajis-2023-0138
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    References listed on IDEAS

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    1. Rhea L. Adriatico & Allen Mark A. Razalan & Chrizel Mae V. Pagbilao & Bonimar T. Afalla & Leila M. Dela Cruz, 2022. "Service Quality and Customer Satisfaction in Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 11, May.
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