Home⇛College of Business Administration and Management Research Journal⇛vol. 10 no. 1 (2025)

Service Quality of Selected Courier Companies Among BSCA Students in Batangas Province

John Maffriel C. Castillo | Carmela Concepcion Z. Ebora | Kenji R. Duran | Mark Rhodson D. Gellena | Niño Philip L. Perculeza

Discipline: business studies

 

Abstract:

The e-commerce sector experienced tremendous growth in recent years that spurred the need for innovation and enhancement in courier services, propelling courier companies to tackle evolving consumer demands. The existing gaps between the operations of courier businesses and the evolving needs of e-commerce including its consumers motivated the researchers to find solutions to these problems. This study sought to evaluate the service quality of selected courier companies among BSCA students in Batangas through the utilization of the RATER Model: reliability, assurance, tangibility, empathy, and responsiveness. The study is descriptive in nature and was participated by 339 customs administration students within Batangas. It made use of a modified questionnaire as its primary method of data collection. A pilot study was conducted to test the reliability of the questionnaire, which yielded a Cronbach's Alpha Value of 0.853, indicating a good consistency of the instrument. Various statistical techniques including ranking, weighted mean, Sharipowik Test, Mann-Whitney U Test, and Kruskal Wallis Test were used to encode, tally, and interpret the data required for the study. Based on the findings, it was discovered that the respondents were satisfied with the service quality offered by courier companies. It was also concluded that female students occasionally used courier services with one courier company as the preferred courier for the ordered parcels. Additionally, a series of recommendations were put forward, along with a proposed plan of action that could assist in enhancing the service quality of the courier service providers operating in Batangas.



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