Effects of Perceived Value, Service Quality and Customer Trust in Home Delivery Service Staff on Customer Satisfaction: Evidence from Pakistan

Abstract

Since e-commerce has expanded rapidly in recent years, it's clear that reliable delivery services are crucial to keeping customers happy. Supplying items on time, providing better service to customers, charging reasonable prices, and enhancing the supplier's reputation are all significant means of retaining existing customers and attracting new ones. The study's key research question is, "How important is the quality of home service?" The value that the customer attributes to the product or service has a direct impact on how satisfied they are with the purchase. Islamabad, the capital of Pakistan, will serve as the venue for the gathering. Four hundred users of the home delivery service were polled via email. The Smart PLS framework analyzes conceptual models using partial least squares structural equation models (PLS-SEM). These findings highlight the importance of service quality, the perceived value of the service, and trust in determining customer satisfaction. Trust allows for a connection to be created between a customer's happiness and their perception of the service's value, as well as between a customer's satisfaction and how much they like using the service. These findings, grounded in Expectation Rejection Theory, expand the SERVQUAL model by factoring in perceived value in the presence of trust and so aid in the creation and validation of trust-based models of customer satisfaction. Managers can tell their service providers how to be more reliable and trustworthy by using the study's results.