Philippine E-Journals

Quality of Toktok Delivery Services Amidst the COVID-19 Pandemic

Maria Celine Ballesfin | Eugene Caro | Katharine Garces | Louella Torres | Win Maw Tun

Discipline: tourism, transport and travel

 

Abstract:

The emergence of the delivery service industry, especially in our country, has seen a potential surge in customer demand. The SERVQUAL model was used to find information and identify quality discrepancies in Toktok logistics service providers' existing services. Five objectives guided the study: to determine the demographic profile of the respondents; to determine the customer’s perception of service rendered by Toktok with the five service quality dimensions; to determine the perceived problems encountered when using Toktok; to determine the significant difference between the service quality dimensions and the demographic profile; and to provide a recommendation to improve the service quality of Toktok. During a pandemic, TokTok PH's service exceeded customers' expectations. Concerning customer issues, respondents believe TokTok's equipment (motorcycles) is old and in poor condition, with a weighted mean of 2.48. This issue can be avoided if the operator sets a specific model year range as a requirement for TokTok PH delivery riders. According to the researchers' findings, assurance has the most significant impact on customer satisfaction, with a weighted mean of 4.52. However, the empathy dimension has the most negligible effect, with a weighted mean of 3.88 on customer satisfaction. Most respondents emphasized intangible rather than tangible aspects of service quality. According to Minh, Ha, and Matsui (2015), service quality is critical to customer satisfaction and loyalty.