The Customer’s Satisfaction of DHL Express Services

Abstract

In 2020 to 2021, Covid-19 pandemic had attack all over the world and make the demand on courier services become higher and since then delivery services began to grow rapidly and more delivery companies began to emerge to meet the needs of customers. In courier services, the most important thing to emphasize is the customer’s satisfaction because it’s determined how good the services that they produce. To survive, DHL Express needs to design customer-value with marketing strategies that meet customer’s needs. In the nutshell, this study aims to determine customer’s satisfaction with DHL express services on how they deliver their services and examined the already services designed to improve it and make it better to meet the needs of customers. To obtain this information, we can find out by using the survey method through some questions distributed to DHL Express customers which contain their satisfaction on their performance of courier services and what are the shortcomings that need to be improve from the services provided. Therefore, as the result, people are satisfied with the services and the findings of this study suggest that DHL Express needs to tackle more the customer by giving a promotion of their services.