Are customers satisfied with Shopee Express delivery service? A survey in Malaysia
DOI:
https://doi.org/10.15282/ijim.20.2.2026.12307Keywords:
Customer Satisfaction, Courier Service, SERVQUAL Model, Shopee Xpress, MalaysiaAbstract
The rapid growth of the e-commerce industry has increased the demand for courier services in Malaysia. These services play a crucial role in ensuring fast and efficient product delivery. However, a rise in complaints from online shoppers regarding issues during the parcel delivery process by Shopee Xpress has led to customer dissatisfaction. This study examines the factors influencing online shoppers' satisfaction with Shopee Xpress delivery services in Malaysia using the SERVQUAL model. Data collected from 134 respondents in Peninsular Malaysia was analysed through Pearson correlation and multiple regression analysis. The findings revealed that three out of five variables—price, reliability, and responsiveness—positively impact online shoppers' satisfaction, while assurance and empathy showed no significant influence. Price emerged as the strongest predictor of customer satisfaction, followed by reliability. This study enhances the understanding of the key factors affecting customer satisfaction with Shopee Xpress delivery services in Malaysia. Future research is recommended to include a more diverse sample of respondents to improve the accuracy of data analysis and to compare delivery services from different providers across Malaysia.
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