Quality of Delivery Service of Fragile Products from Shops on an On-line Platform

Abstract

Rapid growth of on-line shopping transactions essentially leads to an increasing demand for transportation of goods. However, on-line shopping has disadvantage such that the customers do not see real products but consider from pictures and description only. As a result, on-line shopping may have some risks for not receiving the expected products. Therefore, new on-line shoppers usually reduce the risk by looking at the old customers’ reviews and choose the store with good reviews. This research is aimed to study the quality of delivery service of on-line shopping from a very large platform. Four stores which sell fragile products like glasses are sampled. The quality of delivery service is collected from 50 reviews each store, totally 200 reviews during September 2020 – November 2024. The quality is separated into seven dimensions, i.e., product quality, damage, price, packaging, time, size and beauty. Each dimension is evaluated as negative, positive and no comments (implying no problem). The analysis results indicate that product quality receives most frequent negative comments (11%). Next are damage (10%) and time (9%). Beauty has least complaints (1%). To self-verify the quality of delivery service, four glassed were ordered on-line. It is found that the quality of delivery service is similar to reviews. The delivery time is rather fluctuating between 2 – 9 days. It can be concluded that the quality of delivery service is rather good. Customers received good products in a good packaging within the short period of time corresponding to the advertisement. This is a sign of good development in on-line trading.