Service Experience to Sustained Use: What Drives Re-Use Intention in the Courier, Express and Parcel Industry in Malaysia

Abstract

The rapid growth of e-commerce has increased the strategic importance of courier, express, and parcel (CEP) services in Malaysia, particularly in a B2C-dominated logistics environment. This study aims to explore how multidimensional service attributes shape customer satisfaction and re-use intention among CEP end users in Malaysia. Extending the SERVQUAL framework, the study incorporates convenience, price, green logistics, service flexibility, and complaint management into an integrated research model. Data were collected from 482 end users and analysed using partial least squares structural equation modelling (PLS-SEM). The results show that reliability, assurance, convenience, price, and green logistics have significant positive effects on customer satisfaction, whereas responsiveness, empathy, tangibility, service flexibility, and complaint management do not. Customer satisfaction exerts a strong positive effect on re-use intention. These findings suggest that in an increasingly digitalised and competitive CEP market, users’ continued usage decisions are driven primarily by service stability, perceived value, and environmentally responsible practices. This study contributes to the literature by contextualising and extending SERVQUAL in the Malaysian CEP sector and offers practical implications for service providers seeking to improve customer retention and long-term competitiveness.