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Factors Influencing Customer Retention in the Parcel Delivery Industry

In: Corporate Practices: Policies, Methodologies, and Insights in Organizational Management

Author

Listed:
  • Zonghong Wu

    (King Mongkut’s Institute of Technology Ladkrabang)

  • Nuttawut Rojniruttikul

    (King Mongkut’s Institute of Technology Ladkrabang)

Abstract

This study, based on a sample of 385 customers, investigates the intricate dynamics of factors influencing customer retention within the parcel delivery sector. A structured questionnaire-based survey was the primary data collection tool, supplemented by advanced statistical techniques, including multiple linear regressions, for comprehensive data analysis. The study has identified five pivotal factors shaping customer retention: Technology Adoption, Communication Channels, Online Ordering Experience, Service Quality, and Corporate Social Responsibility (CSR) and Sustainability Perception. The findings reveal the significant influence of these factors on customer retention—technology adoption, including tracking and tracing technologies, fosters transparency, trust, and increased customer satisfaction. Effective communication channels, mobile apps, and personalized services ensure customer engagement and heightened loyalty. A seamless online ordering experience, coupled with secure payment processes, positively impacts customer satisfaction and repeat business. Service quality and reliability, characterized by professionalism and damage-free deliveries, maintain customer trust. Lastly, CSR and sustainability perception exemplify a robust commitment to ethical and sustainable business practices, which bolster community goodwill and customer retention. The results of this study provide valuable insights for parcel delivery companies, enabling them to formulate and implement strategies that address each of these critical factors. By harnessing the power of technology, enhancing communication channels, refining online ordering experiences, elevating service quality, and actively engaging in CSR and sustainability initiatives, these companies can effectively fortify customer retention, nurturing long-term loyalty in an ever-evolving industry landscape.

Suggested Citation

  • Zonghong Wu & Nuttawut Rojniruttikul, 2024. "Factors Influencing Customer Retention in the Parcel Delivery Industry," Springer Proceedings in Business and Economics, in: Sebastian Kot & Bilal Khalid & Adnan ul Haque (ed.), Corporate Practices: Policies, Methodologies, and Insights in Organizational Management, pages 789-805, Springer.
    • Handle: RePEc:spr:prbchp:978-981-97-0996-0_48
    DOI: 10.1007/978-981-97-0996-0_48
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