Why Customers Intend to Use Express Delivery Services

Sri Setiyawati, Budhi Haryanto


The aim of this research was to better understand the effects of products quality, price reasonableness, brand image, and attitude towards customer’s intention. This research was guided by four research questions: What product quality has a positive influence on express delivery services a positive attitude? What price reasonableness positive influence on attitude to use express delivery services? What positive effect on brand image expresses delivery services? What positive attitude influence on intention to use express delivery services? The methodology employed was survey of 100 customers plus in-depth interviews with courier service operators. Interviews and survey were conducted from August to October 2015. This research was used SEM techniques for data analyze. The results confirmed there was no relationship between products quality, price reasonableness and attitude. Furthermore, brand image has influence attitude. The mediating role effects of costumer’s attitude for product quality, price reasonableness and brand image towards customer’s intention offer new insight into antecedents on costumer’s intention in a high influence. This study presents an original contribution to understanding brand image effect and its attributes either directly or through attitude towards customer’s intention is determine.

Keywords: Product Quality, Price Reasonableness, Brand Image, Attitude, Customer’s Intention

Full Text:


DOI: https://doi.org/10.5296/csbm.v3i2.9661


Copyright (c) 2016 Case Studies in Business and Management

Case Studies in Business and Management    ISSN 2333-3324    E-mail: csbm@macrothink.org

Copyright © Macrothink Institute 

To make sure that you can receive messages from us, please add the 'macrothink.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.