Affecting Factors of E-Commerce Courier Services on Consumer’s Purchasing Behavior and Satisfaction Level

Abstract

Due to the impact of COVID-19, the nation implemented stringent measures that limited the populace's capacity to participate in physical activities. As a result of these regulations, consumers, particularly those residing in Metro Manila, have predominantly resorted to online shopping as their primary means of procuring goods. The capacity of diverse logistics enterprises to furnish door-to-door courier amenities is a key element that contributes to the triumph of door-to-door e-commerce. This service provides affordable accessibility options; however, it is accompanied by several drawbacks that significantly influence the purchasing decisions of consumers. This research study titled "Affecting Factors of E-Commerce Courier Services on Consumers' Purchasing Behavior and Satisfaction Level" aims to thoroughly examine the impact of e-commerce courier services on consumer behavior and satisfaction. The researchers aim to ascertain the demographic profile of the respondents and its impact on their purchasing behavior and satisfaction. The study aims to analyze the respondents' perceptions of courier services, consumer satisfaction, and purchasing behavior. It also seeks to identify any significant relationship between purchasing behavior and consumer satisfaction, as well as any significant differences and predictions between the two. The researchers employed distinct methodologies and approaches to conduct an in-depth investigation of this research study. The descriptive method was the research design that the researcher used. The study was conducted in Metro Manila, with a total of 385 respondents. The instrumentation and statistical treatment utilized in the study included descriptive analysis, mean and standard deviation, test of significance difference, correlation measures, and predictive analysis. The study revealed that the demographic characteristics of the participants exert a considerable influence on the determinants of e-commerce courier services that impact consumer buying behavior and satisfaction levels. The findings of the study revealed that the dimensions of tangibility, reliability, responsiveness, and assurance of delivery services have a significant effect on both consumer satisfaction and purchasing behavior. Nonetheless, the research revealed that there was no statistically significant disparity in the way consumers perceived delivery service, consumer satisfaction, or purchasing behavior. This implies that there may be divergent preferences and priorities among distinct demographic cohorts regarding e-commerce courier services. The study provides recommendations for consumers, e-commerce businesses, future researchers, and national and local governments to enhance online shopping experiences and minimize risks.