Assessment of Service Quality in Parcel Delivery Shops

Abstract

            The rapid growth of the e-commerce industry has significantly driven demand for efficient parcel delivery services, highlighting the crucial role of local delivery outlets as intermediaries between online sellers and consumers. This review article aims to synthesize key concepts and empirical studies from 2021 to 2025 regarding service quality assessment in parcel delivery shops. It emphasizes the SERVQUAL model, comprising reliability, responsiveness, assurance, empathy, and tangibles, as a dominant framework used to evaluate service effectiveness. The study also considers recent technological advancements such as real-time tracking, AI-based customer service, and digital payment systems, which influence customer perception and satisfaction. Furthermore, the review highlights how consistent service delivery, personalized interaction, and sustainability practices contribute to long-term customer loyalty, particularly in small-scale or community-based delivery outlets. By analyzing literature this article provides practical implications for improving service quality and suggests future research directions that integrate digital transformation with localized service strategies.