Impact Of Trust Factors On Customer Satisfaction In Speed Post Service In Chennai: Explanatory Sequential Mixed Methods Study

Abstract

In the speed post-service industry, customer satisfaction is crucial for gauging service quality and customer loyalty. Although there is a high demand for speed post service in Chennai, a major city in India, more is needed to know how trust issues affect consumer satisfaction. Thisstudyseekstoclosethisgapbygathering andanalyzingquantitativeandqualitativedatafrom 275 consumers who utilized Chennai's speed post service over the last six months using an explanatory sequential mixed methods approach. According to the survey, the trust aspects of security, privacy, reputation, familiarity, and transparency positively and significantly impacted consumer satisfaction with Chennai's speed post service. The study also discovered that communication tempered the impact of security on customer satisfaction and had a favorable and substantial impact on it. Using a joint presentation approach, the study used the quantitative and qualitative data to compare and contrast the findings, explain how the qualitative data contributed to comprehending the quantitative findings, and respond to the research question. The study covered the essential findings and how they connect to prior research. The research also emphasized how the findings will affect both theory and practice.