Measurements of customer’s satisfaction towards courier services in Malaysia during COVID 19 among students in UiTM Kedah

The Covid-19 pandemic has brought a significant shift in various sectors including the courier services industry. During the pandemic, demand for courier services grew dramatically in line with the growth of e-businesses, as residents were forced to stay at home and could only shop online rather than physically, as was the case before the pandemic. Hence, the measure of the service quality of the courier services can be based on the customers’ satisfaction for the services provided by the courier services’ companies. This study is conducted to determine the measurements of customer’s satisfaction towards courier services in Malaysia during Covid-19 among students in UiTM Kedah. An online survey was constructed and circulated among the students to better understand the assurance, responsiveness, reliability, empathy, and the tangible of courier services.