Year
2025
Abstract
This study examines the influence of Cost Efficiencies (CE), Regulatory Compliance (RC), Technology Integration (TI), and Network Reach (NR) on Customer Experience (CX) and Customer Satisfaction (CS), and how these factors subsequently affect Company Performance (CP) in the context of express delivery services for export activities. The research employed primary data with 100 valid responses from a total of 168 returned questionnaires, collected through purposive sampling. Eligible respondents were UPS customers who had used export services at least twice within the past three months. Data obtained were analyzed using quantitative methods. The findings reveal a significant positive relationship between Customer Experience and Company Performance, as well as between Customer Satisfaction and Company Performance. The results underscore the importance of key service quality dimensions of cost efficiencies, regulatory compliance, technology integration, and network reach in shaping positive customer experiences and satisfaction. These, in turn, strongly drive repeat usage of express delivery services for export activities. The study highlights practical implications for United Parcel Service (UPS), suggesting the need for continuous improvement in every possible operational efficiency possible and service innovation to enhance performance of the company in the increasingly competitive global logistics sector.
Keywords:
Keywords: Cost Efficiencies, Regulatory Compliance, Technology Integration, Network Reach, Company Performance
Recommended Citation
Gunawan, Hananiel M. Mr, "Strategies to Maximize User Satisfaction and Experience, Consumers' Perspective on Logistic Company Performance in Surabaya." (2026). International Conference on Business and Management Research (ICBMR). 21.
https://scholarhub.ui.ac.id/icbmr/2025/1/21
Included in
Strategies to Maximize User Satisfaction and Experience, Consumers' Perspective on Logistic Company Performance in Surabaya.
This study examines the influence of Cost Efficiencies (CE), Regulatory Compliance (RC), Technology Integration (TI), and Network Reach (NR) on Customer Experience (CX) and Customer Satisfaction (CS), and how these factors subsequently affect Company Performance (CP) in the context of express delivery services for export activities. The research employed primary data with 100 valid responses from a total of 168 returned questionnaires, collected through purposive sampling. Eligible respondents were UPS customers who had used export services at least twice within the past three months. Data obtained were analyzed using quantitative methods. The findings reveal a significant positive relationship between Customer Experience and Company Performance, as well as between Customer Satisfaction and Company Performance. The results underscore the importance of key service quality dimensions of cost efficiencies, regulatory compliance, technology integration, and network reach in shaping positive customer experiences and satisfaction. These, in turn, strongly drive repeat usage of express delivery services for export activities. The study highlights practical implications for United Parcel Service (UPS), suggesting the need for continuous improvement in every possible operational efficiency possible and service innovation to enhance performance of the company in the increasingly competitive global logistics sector.