Abstract
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 language | English |
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| Publication status | Published - 2 Sept 2021 |
| Event | British Academy of Management conference - online Duration: 31 Aug 2021 → 3 Sept 2021 https://www.bam.ac.uk/events-landing/conference.html |
Conference
| Conference | British Academy of Management conference |
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| Period | 31/08/21 → 3/09/21 |
| Internet address |