Electronic logistics service quality (E-LSQ): a case study on Pos Malaysia website

In the courier services industry, e-service quality is among the most crucial determinant for customer e-satisfaction. FedEx, DHL, Skynet are some of the leading courier services in this industry. In this research, the researcher had chosen to focus on Pos Malaysia as the research topic. The history of Pos Malaysia Berhad can be traced back to the early 1800s with the establishment of postal services first in the Straits Settlements (Penang, Malacca, and Singapore) and gradually, it covered the entire Malaya by early 20th century. There are varieties of research shows those factors affecting services provided by courier services such as service quality, cost, delivery time and more. This paper will be measuring the electronic logistic services quality (E-LSQ) by Pos Malaysia website which is information quality, website design, service offer, transaction capability and payment, security, customer service and tracking service that will affect the e-satisfaction of customer in choosing towards Pos Malaysia website as their first choice in courier services’ website. 200 respondents had been selected based on snowball sampling and respondents had been surveyed by used online survey. In this research, normality and reliability of the data, demographic characteristic of respondents and descriptive statistics had been analysis. Spearman Rho Correlation will be used to calculate the findings. As result, tracking service is the factor that contributes most towards customer e-satisfaction while using Pos Malaysia website