Parcel delivery service in UK under supply chain disruption caused by COVID-19 from customers’ perspective

Research output: Contribution to conferencePaperpeer-review


Faced with the supply chain disruption caused by COVID-19 pandemic, parcel delivery companies in the UK needed to ensure the operation of parcel delivery while considering the safety of customers and employees. In this paper, parcel delivery companies’ delivery performance is investigated from the customers’ perspective both before and during COVID-19 pandemic. Delivery performance is measured by six factors: time of delivery, cost of service, reliability of service, responsiveness of service, convenience of service and safety of service. A survey questionnaire was used in this research to collect data about customers’ satisfaction and preferences on their parcel delivery experience and was distributed online. Using quantitative method, collected data was analysed to find out relationships between various variables and the ranking of importance of factors both before and during the pandemic. Furthermore, some suggestions are provided to parcel delivery service providers to deal with this type of disruption.
Original languageEnglish
Publication statusPublished - 2 Sept 2021
EventBritish Academy of Management conference - online
Duration: 31 Aug 20213 Sept 2021


ConferenceBritish Academy of Management conference
Internet address

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