Comparative Study of Express Pickup and Delivery Next Day Services

Abstract

Express pickup and delivery service business in Thailand has been growing very fast. Presently, there are a lot of private companies offering such services. This article reports comparative study results between the two major service providers; namely, Kerry Express and SCG Express. Real purchase of express pickup and delivery services were employed by requesting to pick up the same parcels from the same origins and delivers to the same destination within Bangkok, Nakornpathom and Ayutthaya provinces during November 2019. The analysis results show similarity in services in terms of access channels to services, service cost, care-taking of parcel and service level agreement to deliver the parcel next day. However, there are significant differences that impact customer’s satisfaction and impression such as membership requirement, waiting time for pickup and delivery services and distribution of parcels. More importantly, this study reflects the weakness of service from customer’s perspective which should be improved including lack or miss-communication, incorrect time stamp and inability to narrow down the pickup and delivery time periods.