Main Article Content


Pandemic has a big impact on the whole economy especially on the business industry, most of the businesses are forcibly closed down due to the pandemic, and due to the safety measurements of the government, and businesses such as courier services are playing a vital role in building the gap between the customers and businesses. Hence, the study aimed to determine the customers’ evaluation on service quality of courier services in Tanza, Cavite. The researchers used a descriptive-correlational research design in this study. The result of the study depicted that majority of the courier service customer were female with 78.89% and age ranging from 21 to 30 years old. The majority of the participants were single. Also, College undergraduates obtained the highest percentage with 58.90%, as well as the net monthly income of the participants ranging less than Php 10,957.00. However, in terms of the customers’ level of satisfaction on the five dimensions of service quality, credibility got the highest grand mean which indicates that it is the factor that highly influences customer satisfaction. The overall satisfaction level of the participants showed that they were satisfied with the services of courier service providers. The researchers concluded that majority of courier service customers are female’s ages ranging from 21 to 30 years old. The researchers revealed that most of the courier service customers are college undergraduates and earning less than Php 10,957.00 per month. The researchers recommended strategies to courier services to improve their service quality.

Article Details

How to Cite
Mendoza, X. L. D., Pichay, S. B., & Tadeo, J. B. (2023). Utilization Of Modified SERVQUAL Model in Crafting Strategies Among Courier Services. International Journal of Multidisciplinary: Applied Business and Education Research, 4(3), 701-712.


Almomani, G. (2018). Measuring Service Quality and Customers Satisfaction in the UK Mobile Tele-communications Market Using the SERVQUAL In-strument. Research Gate. http://doi:10.13140/RG.2.2.20846.10564
Andajani, E., Sutrisno, A., & Widjaja, F. N. (2019). The Effects of Service Quality on Customer Satisfac-tion and Loyalty in a Logistics Company. KnE So-cialSciences.
Banerjee, S., Jain, D., & Nayar, R. (2019). Measuring Ser-vice Quality of Food Delivery Services: A study of Generation Z. African Journal of Hospitality, Tour-ism and Leisure.,factors%20that%20were%20studied%20in%20this%20report%20are
Dwianto, A. & Purnamasari, P. (2018). Analysis the Influ-ence of Service Quality on Customer Satisfaction of Domestic Postal Parcels at Kantor Pos Banjarma-sin. Proceeding Universitas Pamulang. /Proceedings/article/view/1810
Fazmi, Natasha & Hasbolah, F & Muthu, Mokana. (2018). Students’ perception of service quality delivery in a private higher education institution. Interna-tional Journal of Management and Social Sciences. 35-43.
Fripp, G. (2021). Understanding the SERVQUAL Model. Marketing study guide.
Grondys, K., Sukiennik, K., Winiewska, A., & Sikora, K. (2016). Evaluation of the level of a courier ser-vices by individual customers. International Insti-tute of Social and Economic Sciences.
Gulc, Aleksandra. (2017). Courier service quality from the clients’ perspective. Ekonomia i Zarza-dzanie. https://9.10.1515/emj-2017-0004
Gulc, Aleksandra. (2020). Determinants of Courier Ser-vice Quality in E-commerce from Customers’ Per-spective. Quality Innovation Prosperity.
Jalagat, R & Aquino, P. (2021). Customers’ Perception towards the Relationship of Service Quality on Customer Satisfaction: Oman Banking Industry. St. Theresa Journal of Humanities and Social Scienc-es.
Jintana, J., Sopadang, A., & Ramingwong, S. (2021). Idea selection of new service for courier business: The opportunity of data analytics. International Jour-nal of Engineering Business Management, 13, 18479790211042191.
Knop, K. (2019). Evaluation of quality of services provid-ed by transport & logistics operator from pharma-ceutical industry for improvement purposes. Transportation Research Procedia.
Lekobane, K., & Selelo, G. (2017). Effects of Service Qual-ity on Customers Satisfaction on Botswana’s Mo-bile Telecommunications Industry. Archives of Business Research, 5(3).
Mendoza, X. l. D., Tadeo, J. B. (2023). Analysis of micro, small, medium enterprises: The cases of Singa-pore, Malaysia, Philippines, Thailand and Vietnam. Journal of Management, Economics, and Industrial Organization, 7(1), 1-15.
Mendoza, X. L., Bruno, L. Y., Maglaque, B. S., & Solis, J. N. (2023). Influence of the factors of business oppor-tunities among micro and small enterprises in se-lected areas of Cavite. Asian Journal of Manage-ment, Entrepreneurship and Social Science, 3(01), 136-155.\
Mengste, M., Teshome, Z., Belete, B., Gizaw, G., & Mulu-geta, A. (2020). Assessment of Customers’ Percep-tion towards Service Delivery among Public Ser-vice
Organizations in Dire Dawa Administration. Inter-national Journal of Scientific and Research Publica-tions.
Rehman, S. U., Elrehail, H., Nair, K., Bhatti, A., & Taamneh, A. M. (2021). MCS package and entre-preneurial competency influence on business per-formance: the moderating role of business strate-gy. European Journal of Management and Business Economics.
Siali, F, Wen, A., and Hazaji M. (2018). Booming of Online Shopping in Malaysia: Do Customers Satisfy with Parcel Delivery Service?
Tadeo, J., Mendoza, X. L., Basanes, J. A., Jimenez, J. M., & Serrano, L. V. T. (2023). The The Implementatıon Of Green Actıvıtıes Among Mıcro And Small Enter-prıses: A Factor Analysıs Approach. Asian Journal of Management, Entrepreneurship and Social Sci-ence, 3(02), 14-35.
Weli, A., Idris, S., & Yaakob, A. (2020). Level of Satisfac-tion Among Industrial Customers in Relation to Logistics Service Provider in Sabah. Global Busi-ness and Management Research: An International Journal.
Zulkefli, N. A., Miskon, S., Hashim, H., Alias, R. A., Abdul-lah, N. S., Ahmad, N., ... & Maarof, M. A. (2015). A business intelligence framework for higher educa-tion institutions. ARPN J. Eng. Appl. Sci, 10(23), 18070-18077.