IDEAS home Printed from https://ideas.repec.org/a/gam/jlogis/v7y2023i4p94-d1295019.html
   My bibliography  Save this article

Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?

Author

Listed:
  • Abu Elnasr E. Sobaih

    (Management Department, College of Business Administration, King Faisal University, Al-Ahsaa 31982, Saudi Arabia
    Management Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Ahmed AlSaif

    (Management Department, College of Business Administration, King Faisal University, Al-Ahsaa 31982, Saudi Arabia)

Abstract

Background: The logistics industry is keen to meet customer expectations, which in turn supports trade by enhancing business competitiveness and promoting economic development. Logistics companies realized that fulfillment of customer needs has a significant effect on their business survival, their sales and ultimately their profits. This research analyzes the variables that influence customer satisfaction with parcel delivery services in the Kingdom of Saudi Arabia (KSA), particularly the SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research also examined whether national culture affects customer perceptions of parcel delivery services in KSA or not. Methods: The research collected data using a self-administered survey, which was directed at a sample of customers in the KSA, who had recent experience with parcel delivery services. Results: The results of statistical analysis showed that the best predicators of customer satisfaction are reliability, followed by the dimensions of empathy, then tangibility and finally responsiveness. In addition, the results showed significant differences in customers’ overall satisfaction between Saudis and non-Saudis. Saudis were more satisfied with the service than non-Saudis were. Conclusions: This research showed the key role of national culture in perceiving parcel delivery service quality in KSA. The findings provide important messages to the administrators of the logistics services in KSA, which have become crucial for the Saudi Vision 2030. They need to customize their service according to customer needs and provide regular training for their staff to be supportive, reliable and have the credibility to deliver services as promised.

Suggested Citation

  • Abu Elnasr E. Sobaih & Ahmed AlSaif, 2023. "Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?," Logistics, MDPI, vol. 7(4), pages 1-15, December.
    • Handle: RePEc:gam:jlogis:v:7:y:2023:i:4:p:94-:d:1295019
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2305-6290/7/4/94/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2305-6290/7/4/94/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
    2. Syed Abdul Rehman Khan & Yu Zhang & Anil Kumar & Edmundas Zavadskas & Dalia Streimikiene, 2020. "Measuring the impact of renewable energy, public health expenditure, logistics, and environmental performance on sustainable economic growth," Sustainable Development, John Wiley & Sons, Ltd., vol. 28(4), pages 833-843, July.
    3. Sarah S. Al Hamli & Abu Elnasr E. Sobaih, 2023. "Factors Influencing Consumer Behavior towards Online Shopping in Saudi Arabia Amid COVID-19: Implications for E-Businesses Post Pandemic," JRFM, MDPI, vol. 16(1), pages 1-21, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gunasekaran, Angappa & Subramanian, Nachiappan & Papadopoulos, Thanos, 2017. "Information technology for competitive advantage within logistics and supply chains: A review," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 99(C), pages 14-33.
    2. Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
    3. Lin, Boqiang & Xu, Chongchong, 2024. "Reaping green dividend: The effect of China's urban new energy transition strategy on green economic performance," Energy, Elsevier, vol. 286(C).
    4. Meng Wang & Vikas Kumar & Ximing Ruan & Mohammed Saad & Jose Arturo Garza-Reyes & Anil Kumar, 2022. "Sustainability concerns on consumers’ attitude towards short food supply chains: an empirical investigation," Operations Management Research, Springer, vol. 15(1), pages 76-92, June.
    5. Wu, Jing & Bai, Zhongke, 2022. "Spatial and temporal changes of the ecological footprint of China's resource-based cities in the process of urbanization," Resources Policy, Elsevier, vol. 75(C).
    6. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    7. Md. Tarek Chowdhury & Aditi Sarkar & Sanjoy Kumar Paul & Md. Abdul Moktadir, 2022. "A case study on strategies to deal with the impacts of COVID-19 pandemic in the food and beverage industry," Operations Management Research, Springer, vol. 15(1), pages 166-178, June.
    8. Bilal Ahmad Ali Al-Khateeb & Fakher Moncef Jaoua & Elsayed Sobhy Ahmed Mohamed, 2023. "The Impact of Attitude Towards Online Shopping in Strengthening the Relationship Between Online Shopping Experience and E-Customer Engagement," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 14(1), pages 1-25, January.
    9. Chengyu Han & Dongwen Hua & Juan Li, 2023. "A View of Industrial Agglomeration, Air Pollution and Economic Sustainability from Spatial Econometric Analysis of 273 Cities in China," Sustainability, MDPI, vol. 15(9), pages 1-16, April.
    10. Mengdi Wang & Xiaobing Peng, 2023. "How to Develop Sustainably after Poverty Alleviation in Poverty-Stricken Areas under Paired Assistance: A Quantitative Assessment Framework Based on System Dynamics Model," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
    11. Ridwan Lanre Ibrahim & Usama Al-Mulali & Kazeem Bello Ajide & Abubakar Mohammed & Fatimah Ololade Bolarinwa, 2022. "Investigating the Mediating Roles of Income Level and Technological Innovation in Africa’s Sustainability Pathways Amidst Energy Transition, Resource Abundance, and Financial Inclusion," Sustainability, MDPI, vol. 14(19), pages 1-27, September.
    12. Santiago, Anderson Ribeiro & Zarate do Couto, Hilton Thadeu, 2022. "Sampling plan for socioeconomic development indicators in Brazil: practical implications when considering precision and cost," Socio-Economic Planning Sciences, Elsevier, vol. 84(C).
    13. Chang, Tsangyao & Hsu, Chen-Min & Chen, Sheng-Tung & Wang, Mei-Chih & Wu, Cheng-Feng, 2023. "Revisiting economic growth and CO2 emissions nexus in Taiwan using a mixed-frequency VAR model," Economic Analysis and Policy, Elsevier, vol. 79(C), pages 319-342.
    14. Peggy M. L. Ng & Cherry T. Y. Cheung & Kam Kong Lit & Calvin Wan & Ellesmere T. K. Choy, 2024. "Green consumption and sustainable development: The effects of perceived values and motivation types on green purchase intention," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 1024-1039, February.
    15. Chih-Hung Hsu & Ming-Ge Li & Ting-Yi Zhang & An-Yuan Chang & Shu-Zhen Shangguan & Wan-Ling Liu, 2022. "Deploying Big Data Enablers to Strengthen Supply Chain Resilience to Mitigate Sustainable Risks Based on Integrated HOQ-MCDM Framework," Mathematics, MDPI, vol. 10(8), pages 1-35, April.
    16. Zhang, Yanyan & chang, Hsuling & Saliba, Chafic & Hasnaoui, Amir, 2022. "Metallic natural resources commodity prices volatility in the pandemic: Evidence for silver, platinum, and palladium," Resources Policy, Elsevier, vol. 78(C).
    17. Ratri Parida & Manoj Kumar Dash & Anil Kumar & Edmundas Kazimieras Zavadskas & Sunil Luthra & Eyob Mulat‐weldemeskel, 2022. "Evolution of supply chain finance: A comprehensive review and proposed research directions with network clustering analysis," Sustainable Development, John Wiley & Sons, Ltd., vol. 30(5), pages 1343-1369, October.
    18. Xuanlong Qin & Danish Iqbal Godil & Muhammad Kamran Khan & Salman Sarwat & Sadaf Alam & Laeeq Janjua, 2022. "Investigating the effects of COVID-19 and public health expenditure on global supply chain operations: an empirical study," Operations Management Research, Springer, vol. 15(1), pages 195-207, June.
    19. Hsu, Wen-Kai K. & Huang, Show-Hui S. & Yu, Hong-Fwu, 2009. "Shipper behavior to use EC services in liner shipping," International Journal of Production Economics, Elsevier, vol. 122(1), pages 56-66, November.
    20. Margarida Casau & Diana C. M. Cancela & João C. O. Matias & Marta Ferreira Dias & Leonel J. R. Nunes, 2021. "Coal to Biomass Conversion as a Path to Sustainability: A Hypothetical Scenario at Pego Power Plant (Abrantes, Portugal)," Resources, MDPI, vol. 10(8), pages 1-20, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jlogis:v:7:y:2023:i:4:p:94-:d:1295019. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.