Table 1.
a
Frequency Distribution of Age
n =399
Categories Frequency Percent
20 years below 133 33.33%
21 to 35 years old 132 33.08%
36 to 50 years old 111 27.82%
51-60 years old and above 23 5.76%
Total 399 100%
The given table presents a frequency distribution of age categories, organized from the
highest to the lowest data. The data is divided into four age groups: "20 years below," "21 to 35
years old," "36 to 50 years old," and "51-60 years old and above." Each category has an
associated frequency and percentage. The majority of individuals fall into the age category of
"20 years below," constituting approximately 33.33% of the total sample. This suggests a
significant presence of individuals in the younger age bracket. The age group "21 to 35 years
old" closely follows, comprising 33.08% of the total. This indicates a substantial portion of the
population falling within the mid-range of the age. The age category "36 to 50 years old"
accounts for 27.82% of the total, indicating a notable but slightly lower representation of middle-
aged individuals. The "51-60 years old and above" category shows the smallest frequency at 23
individuals, constituting 5.76% of the total. This suggests a comparatively smaller proportion of
individuals in the senior and elderly age groups.
Table 1.b
Frequency Distribution of Sex
n =399
Categories Frequency Percent
Female 214 53.63%
Male 185 46.37%
Total 399 100%
The frequency distribution table 1.b presents data on profile of the respondents in terms
of sex. The data is divided into two categories: "Female" and "Male." Each category has an
associated frequency and percentage. The majority of individuals in the sample are female,
comprising 214 individuals, which represents 53.63% of the total sample. This indicates a higher
presence of females in the given population. Males make up the remaining portion, comprising
185 or 46.37% of the total. Although slightly less in number, males still constitute a significant
proportion of the sample.
Table 1.c
Frequency Distribution of Occupation
n =399
Categories Frequency Percent
Teacher 176 44.11%
Vendor 74 18.55%
Driver 60 15.04%
Healthcare workers 41 10.28%
Police 27 6.77%
Construction worker 14 3.51%
Operations Manager 7 1.75%
Total 399 100%
The frequency distribution table provides information on the occupation of respondents,
organized from the highest to the lowest. The data is categorized into various occupations, each
with its corresponding frequencies and percentages. The most prevalent occupation among the
respondents is teaching, with teachers constituting 176 or 44.11% of the total sample. This
suggests a significant representation of individuals engaged in education-related professions.
The second and third most common occupations are vendors with 74 (18.55%) and drivers with
60 (15.04%). Healthcare workers, including various roles in the medical field, comprising 41 or
10.28% of the sample. This presence underscores the importance of healthcare services within
the community. Police officers with 27 or 6.77% of the sample, highlighting the representation of
individuals in law enforcement. Construction workers, at 3.51%, signify a smaller but notable
proportion engaged in manual labor and construction activities. Operations managers represent
7 or 1.75% of the sample, indicating a smaller but significant presence of individuals in
managerial roles. This distribution sheds light on the occupational diversity within the dataset,
showcasing the prevalence of teachers and vendors as the two most common occupations
among the respondents. It provides valuable insights into the composition of the surveyed
population in terms of their professional roles.
Table 1.c
Frequency Distribution of Income
n =399
Categories Frequency Percent
10,000 and below 280 70.18%
10,001 to 15,000 30 7.52%
15,001 t0 20,000 22 5.51%
20,001 and above 67 16.79%
Total 399 100%
The table presents a comprehensive overview of the income distribution among the
surveyed respondents, categorized into different income brackets. The data is organized in four
distinct categories: "10,000 and below," "10,001 to 15,000," "15,001 to 20,000," and "20,001
and above." The frequencies and corresponding percentages provide insights into the
distribution pattern, shedding light on the economic profile of the surveyed population. The
category with the highest frequency is "10,000 and below," encompassing 280 respondents,
which represents a substantial 70.18% of the total sample. This indicates a significant portion of
the surveyed population falls within the lower income bracket. The second most frequent
category is "20,001 and above," consisting of 67 respondents, accounting for 16.79% of the
total. The third category, "10,001 to 15,000," has 30 respondents, making up 7.52%, and the
fourth category, "15,001 to 20,000," includes 22 respondents, constituting 5.51% of the total
sample.
Table 2.a
Frequency Distribution of Type of Goods
(Multiple Response)
Categories Frequency Percent
Clothing 343 28.65%
Accessories 215 17.96%
Cosmetics 150 12.53%
Foods 135 11.28%
Kitchen tools 106 8.86%
Electronic 87 7.27%
Gadget 71 5.93%
Hardware 60 5.01%
Plastic Ware 23 1.92%
Others 7 0.58%
Total 1197 100%
The table provides a detailed frequency distribution of customer preferred types of
goods, categorizing respondents' choices into various categories. The data is presented in
terms of both frequency and percentage, offering insights into the distribution of preferences
among the surveyed customers. The category with the highest frequency is "Clothing,"
indicating that 343 respondents, or 28.65% of the total sample, prefer this type of goods.
"Accessories" follow closely, with 215 respondents, constituting 17.96% of the total. The third
most preferred category is "Cosmetics," with 150 respondents (12.53%), and "Foods" ranks
fourth with 135 respondents (11.28%). The remaining categories, listed from highest to lowest
frequency, are "Kitchen tools" (106, 8.86%), "Electronic" (87, 7.27%), "Gadget" (71, 5.93%),
"Hardware" (60, 5.01%), "Plastic Ware" (23, 1.92%), and "Others" (7, 0.58%).
Table 2.b
Frequency Distribution of Delivery Service Provider
(Multiple Response)
Categories Frequency Percent
Food Panda 51 6.47%
Nitanla Malasiqui 39 4.95%
Undago Malasiqui 14 1.78%
J&T 300 38.07%
Shopee Express 233 29.57%
Flash Express 91 11.55%
Ninja Van 53 6.73%
Others 7 0.89%
Total 788 100%
The frequency distribution table 2.b presents data on customer preferences for various
delivery service providers. J&T is the most preferred delivery service provider, with a frequency
of 300, representing 38.07% of the total responses. This suggests that a significant portion of
customers favors J&T for their delivery needs. Shopee Express is the second most preferred
choice, with 233 responses, accounting for 29.57% of the total. Flash Express is the third most
chosen provider, with 91 responses, making up 11.55% of the total. Ninja Van follows with a
frequency of 53, constituting 6.73% of the total. While it has a lower frequency compared to the
top three, it remains a notable choice among customers. Food Panda is the fifth most preferred
delivery service, with 51 responses, making up 6.47% of the total. It holds a similar percentage
to Ninja Van but has a slightly higher frequency. Nitanla Malasiqui comes next, with a frequency
of 39, representing 4.95% of the total. It's among the lower preferences but still has a notable
percentage. Undago Malasiqui has a lower frequency of 14, accounting for 1.78% of the total. It
is one of the less favored options among customers. The category "Others" has the lowest
frequency of 7, representing 0.89% of the total. This suggests that a very small portion of
customers prefers delivery service providers not explicitly mentioned in the table.
In summary, J&T and Shopee Express are the top two preferred delivery service
providers, capturing a significant portion of the market, while the remaining options vary in
popularity, with "Others" being the least chosen. This information is valuable for businesses in
the delivery service industry to understand customer preferences and tailor their services
accordingly.
In this context, the Average Weighted Mean (AWM) emerges as a sophisticated
analytical tool that brings clarity to the assessment of impacts associated with delivery
performance. This method allows businesses to assign different weights to crucial dimensions
such as speed, reliability, payment processing, and accuracy, offering a comprehensive
perspective on the overall effectiveness of the delivery process. In the assessment of delivery
performance, a range scale is employed to categorize the impact on customer service based on
a numerical scoring system.
Table 3
Range Scale of Impacts of Delivery Performance
Range Scale Description
1 - 1.75 Low Impact of Customer Service
1.76 - 2.5 Moderate Impact of Customer Service
2.51 - 3.25 High Impact of Customer Service
3.26 - 4.00 Extremely Impact of Customer Service
Table 3.a
Average Weighted Mean of Impacts of Delivery Performance in Term of Speed
SPEED AWM Description
3.61 Extremely Impact of
1 Confirmation of order.
Customer Service
3.46 Extremely Impact of
2 The order delivered on schedule.
Customer Service
3.44 Extremely Impact of
3 Satisfied with the speed of delivery riders.
Customer Service
The delivery rider was able to locate and 3.41 Extremely Impact of
4
reach the exact address on time. Customer Service
The efficient sorting and departure 3.41 Extremely Impact of
5
processes lead to faster delivery times. Customer Service
Even in bad weather, delivery riders 3.40 Extremely Impact of
6
delivered the items on time. Customer Service
Extremely Impact of
Overall AWM 3.45
Customer Service
Table 3.a reveals that the confirmation of order has the highest impact with a score of
3.61, indicating an extremely positive effect on customer service. This suggests that when
customers receive timely and accurate confirmation of their orders, it significantly enhances
their overall experience. Following closely behind are factors such as "The order delivered on
schedule" (3.46), "Satisfied with the speed of delivery riders" (3.44), and "The delivery rider was
able to locate and reach the exact address on time" (3.41), all of which contribute significantly to
the positive impact on customer service. These results suggest that meeting delivery schedules
and ensuring the efficiency of delivery riders play crucial roles in customer satisfaction.
Interestingly, "The efficient sorting and departure processes lead to faster delivery times" (3.41)
is tied in impact with the previous factor, emphasizing the importance of streamlined internal
processes in achieving faster delivery. Even adverse weather conditions seem to have a
positive impact, as "Even in bad weather, delivery riders delivered the items on time" (3.40) still
scores relatively high in terms of customer service satisfaction.
In summary, the overall AWM of 3.45 reflects an extremely positive impact of delivery
performance on customer service, with confirmation of order standing out as the most influential
factor. This analysis underscores the importance of timely communication, adherence to
delivery schedules, and the efficiency of internal processes in ensuring a positive customer
experience.
Table 3.b
Average Weighted Mean of Impacts of Delivery Performance in Term of Reliability
RELIABILITY AWM Description
Couriers handle packages with care and 3.35 Extremely Impact of
1
minimizing the risk of damage during transit. Customer Service
Delivery service provides regular updates on the 3.34
Extremely Impact of
2 status of the order, any delays, and estimated
Customer Service
delivery times.
Customer service assists clients with any delivery- 3.27 Extremely Impact of
3
related issues, such as lost or damaged items. Customer Service
Customers' personal data is protected by delivery 3.22 High Impact of
4
riders. Customer Service
Satisfied with the consistency of service provided 3.48 Extremely Impact of
5
by delivery riders. Customer Service
Problem-solving skills of the delivery riders when 3.43 Extremely Impact of
6
they encounter challenges during deliveries. Customer Service
Extremely Impact
Overall AWM 3.35 of Customer
Service
The Average Weighted Mean (AWM) of impacts on delivery performance in terms of
reliability, presented in table 3.b. Topping the list is "Satisfied with the consistency of service
provided by delivery riders" with a score of 3.48, indicating an extremely high impact on
customer service. This suggests that customers highly value and are positively influenced by
the reliability and consistency of the delivery service. Following closely behind is the factor
"Problem-solving skills of the delivery riders when they encounter challenges during deliveries"
with a score of 3.43. This underscores the importance of adaptability and effective problem-
solving in ensuring reliable and satisfactory delivery experiences. "Couriers handle packages
with care and minimizing the risk of damage during transit" (3.35) and "Delivery service provides
regular updates on the status of the order, any delays, and estimated delivery times" (3.34) are
next in line, both contributing significantly to the overall reliability of the delivery service. These
factors suggest that customers highly value careful handling of packages and transparent
communication regarding the status of their orders.Customer service plays a crucial role in
reliability as well. "Customer service assists clients with any delivery-related issues, such as lost
or damaged items" (3.27) highlights the importance of responsive and supportive customer
service in maintaining the reliability of the delivery service. Lastly, "Customers' personal data is
protected by delivery riders" (3.22) reflects a high impact on customer service, emphasizing the
significance of data security and privacy in building trust and reliability.
In addition, the overall AWM of 3.35 indicates an extremely positive impact of delivery
performance on customer service in terms of reliability. This analysis suggests that customers
value consistency, problem-solving skills, careful handling of packages, transparent
communication, and strong customer service support in ensuring a reliable and trustworthy
delivery experience.
Table 3.c
Average Weighted Mean of Impacts of Delivery Performance in Term of Payment
PAYMENT AWM Description
3.49 Extremely Impact of
1 Several payment transactions are available.
Customer Service
3.41 Extremely Impact of
2 Using promo codes and discounts.
Customer Service
Shipping fee is reasonable for the type of 3.21 High Impact of Customer
3
shipment that the customer prefer. Service
The delivery riders keep the customer 3.34 Extremely Impact of
4
informed of the payment status. Customer Service
2.53 High Impact of Customer
5 Using Buy Now, Pay Later
Service
3.45 Extremely Impact of
6 Easy to navigate the payment process.
Customer Service
High Impact of
Overall AWM 3.24
Customer Service
Table 3.c Average Weighted Mean (AWM) of impacts on delivery performance in terms
of payment, provides valuable insights into the factors influencing customer service satisfaction
regarding payment-related aspects. Topping the list is "Several payment transactions are
available" with a score of 3.49, indicating an extremely high impact on customer service. This
suggests that customers highly appreciate having multiple payment options, reflecting a
commitment to flexibility and catering to diverse customer preferences. "Easy to navigate the
payment process" follows closely with a score of 3.45. This underscores the importance of a
user-friendly and straightforward payment process in enhancing the overall customer
experience. A seamless payment experience contributes significantly to customer satisfaction.
"Using promo codes and discounts" (3.41) is also a noteworthy factor, indicating that customers
value opportunities to save money and take advantage of promotions. The availability and
usability of discounts contribute positively to the perceived value of the delivery service. "The
delivery riders keep the customer informed of the payment status" (3.34) further emphasizes the
importance of clear communication throughout the payment process. Customers appreciate
being informed about the status of their payments, fostering transparency and trust. "Shipping
fee is reasonable for the type of shipment that the customer prefers" (3.21) is another factor that
contributes positively to customer service satisfaction, indicating that customers find value in
reasonable shipping fees tailored to their preferences. On the other hand, "Using Buy Now, Pay
Later" (2.53) has a lower impact, suggesting that this particular payment option may not be as
influential in customer service satisfaction compared to other factors.
Furthermore, the overall AWM of 3.24 signifies a high impact of delivery performance on
customer service in terms of payment. This analysis highlights the importance of offering
various payment options, ensuring an easy and transparent payment process, providing
discounts, and keeping customers informed about payment status to enhance overall
satisfaction with the delivery service.
Table 3.d
Average Weighted Mean of Impacts of Delivery Performance in Term of Accuracy
ACCURACY AWM Description
The item was carried out according to the 3.48 Extremely Impact of
1
agreed conditions. Customer Service
The goods arrived in full and were 3.43 Extremely Impact of
2
undamaged. Customer Service
3.46 Extremely Impact of
3 Accurate in tracking the shipment location.
Customer Service
3.48 Extremely Impact of
4 Receiving the correct items.
Customer Service
Always received the exact item in good 3.46 Extremely Impact of
5
condition. Customer Service
Observe the delivery timeframe that has 3.51 Extremely Impact of
6
been specified by the online store. Customer Service
Extremely Impact of
Overall AWM 3.47
Customer Service
The Average Weighted Mean (AWM) of impacts on delivery performance in terms of accuracy,
presented in the table 3.d, indicates the perceived importance of various aspects related to
customer service in the delivery process. The data reflects customer ratings on different criteria,
with a higher score indicating a greater impact on customer satisfaction. At the top of the list is
"Observe the delivery timeframe that has been specified by the online store" with a score of
3.51. This suggests that customers highly value the adherence to promised delivery timelines,
considering it extremely impactful on customer service. Following closely are items like
"Receiving the correct items" and "The item was carried out according to the agreed conditions,"
both with scores of 3.48. This implies that customers place significant importance on the
accuracy and reliability of the delivered items, as well as the fulfillment of agreed-upon
conditions. "Accurate in tracking the shipment location" and "Always received the exact item in
good condition" share a score of 3.46, reinforcing the emphasis on accuracy in both tracking
and physical condition of the received items. "The goods arrived in full and were undamaged"
received a score of 3.43, suggesting that the completeness and condition of the delivered goods
also contribute significantly to customer satisfaction.
The "Overall AWM" of 3.47 indicates a high average impact of these factors on customer
service. In summary, customers prioritize timely deliveries, accurate item fulfillment, and the
condition of received goods when assessing the performance of a delivery service. These
insights can guide businesses in focusing on key areas to enhance customer satisfaction and
improve overall delivery accuracy.
The Chi-Square test is chosen for its suitability in analyzing the association between
categorical variables, such as demographic profiles and perceived impacts on delivery rider
performance. The test outputs key statistical values, including the Chi-Square value, degrees of
freedom (df), and the alpha value (significance level). The interpretation of these values will
shed light on the strength and significance of the relationships observed in the data.
Table 4.a
Chi Square Test for Relationship
Age and Impacts on Delivery Rider Performance
Impacts of Delivery Performance Value df P-Value Interpretation
559.05
Speed 9 .000 Significant
1
523.56
Reliability 9 .000 Significant
1
528.32
Payment 9 .000 Significant
1
607.99
Accuracy 9 .000 Significant
8
The chi-square test of association between age and the impacts of delivery
performance, as indicated by the provided table 4.a, reveals statistically significant relationships.
The test examines whether there is a significant association between the categorical variable
"age" and the categorical variables representing different impacts of delivery performance
(Speed, Reliability, Payment, and Accuracy). The chi-square test statistic for Speed is 559.051
with 9 degrees of freedom, resulting in a p-value of .000. This indicates a highly significant
association between age and the impact of delivery speed. In practical terms, it suggests that
different age groups are associated with varying opinions or experiences regarding the speed of
delivery. For Reliability, the chi-square test statistic is 523.561 with 9 degrees of freedom, and
the p-value is .000. This signifies a statistically significant association between age and
perceptions of delivery reliability. Age appears to influence opinions or experiences related to
the reliability of the delivery service. The chi-square test statistic for Payment is 528.321 with 9
degrees of freedom, and the p-value is .000. This implies a significant association between age
and the impact of delivery performance on payment. Different age groups may have distinct
perspectives or experiences regarding the payment process in delivery services. The chi-square
test statistic for Accuracy is 607.998 with 9 degrees of freedom, and the p-value is .000. This
indicates a highly significant association between age and the impact of delivery accuracy. It
suggests that age is a factor influencing opinions or experiences related to the accuracy of
deliveries.
In summary, the chi-square test results indicate a significant association between age
and the impacts of delivery performance, emphasizing the importance of considering age-
related factors in the management and enhancement of delivery services.
Table 4.b
Chi Square Test for Relationship
Sex and Impacts on Delivery Rider Performance
Impacts of Delivery Performance Value df P-Value Interpretation
364.26 3 .000
Speed Significant
9
395.00 3 .000
Reliability Significant
6
395.02 3 .000
Payment Significant
2
364.26 3 .000
Accuracy Significant
9
Table 4.b shows the chi-square test of association between sex and the impacts of
delivery performance, demonstrates statistically significant relationships. This test investigates
whether there is a significant association between the categorical variable "sex" and various
impacts of delivery performance, namely Speed, Reliability, Payment, and Accuracy. The chi-
square test statistic for Speed is 364.269 with 3 degrees of freedom, resulting in a p-value
of .000. This indicates a highly significant association between sex and the impact of delivery
speed. In practical terms, it suggests that there are differences in opinions or experiences
regarding the speed of delivery based on the gender of the respondents. For Reliability, the chi-
square test statistic is 395.006 with 3 degrees of freedom, and the p-value is .000. This signifies
a statistically significant association between sex and perceptions of delivery reliability. Gender
appears to influence opinions or experiences related to the reliability of the delivery service. The
chi-square test statistic for Payment is 395.022 with 3 degrees of freedom, and the p-value
is .000. This implies a significant association between sex and the impact of delivery
performance on payment. Different genders may have distinct perspectives or experiences
regarding the payment process in delivery services. The chi-square test statistic for Accuracy is
364.269 with 3 degrees of freedom, and the p-value is .000. This indicates a highly significant
association between sex and the impact of delivery accuracy. It suggests that gender is a factor
influencing opinions or experiences related to the accuracy of deliveries.
In summary, the chi-square test results indicate a significant association between sex
and the impacts of delivery performance, emphasizing the importance of considering gender-
related factors in the management and improvement of delivery services.
Table 4.c
Chi Square Test for Relationship
Occupation and Impacts on Delivery Rider Performance
Impacts of Delivery Performance Value df P-Value Interpretation
Speed 669.369 18 .000 Significant
Reliability 737.335 18 .000 Significant
Payment 857.575 18 .000 Significant
Accuracy 665.649 18 .000 Significant
The chi-square test of association between occupation and the impacts of delivery
performance, as presented in the provided table, reveals statistically significant relationships.
This test examines whether there is a significant association between the categorical variable
"occupation" and various impacts of delivery performance, including Speed, Reliability,
Payment, and Accuracy. The chi-square test statistic for Speed is 669.369 with 18 degrees of
freedom, resulting in a p-value of .000. This signifies a highly significant association between
occupation and the impact of delivery speed. It suggests that different occupations are
associated with varying opinions or experiences regarding the speed of delivery. For Reliability,
the chi-square test statistic is 737.335 with 18 degrees of freedom, and the p-value is .000. This
indicates a statistically significant association between occupation and perceptions of delivery
reliability. Occupation appears to influence opinions or experiences related to the reliability of
the delivery service. The chi-square test statistic for Payment is 857.575 with 18 degrees of
freedom, and the p-value is .000. This implies a significant association between occupation and
the impact of delivery performance on payment. Different occupations may have distinct
perspectives or experiences regarding the payment process in delivery services. The chi-square
test statistic for Accuracy is 665.649 with 18 degrees of freedom, and the p-value is .000. This
indicates a highly significant association between occupation and the impact of delivery
accuracy. It suggests that occupation is a factor influencing opinions or experiences related to
the accuracy of deliveries.
In summary, the chi-square test results indicate a significant association between
occupation and the impacts of delivery performance, emphasizing the importance of considering
occupational factors in the management and enhancement of delivery services.
Table 4.d
Chi Square Test for Relationship
Income and Impacts on Delivery Rider Performance
Impacts of Delivery Performance Value df P-Value Interpretation
336.23 9 .000
Speed Significant
8
353.19 9 .000
Reliability Significant
9
Payment 481.64 9 .000 Significant
313.83 9 .000
Accuracy Significant
6
As indicated in the table 4.d, the chi-square test of correlation between income and the
effects of delivery performance reveals statistically significant relationships. This statistical test
determines whether there is a statistically significant relationship between the categorical
variable "income" and various aspects of delivery performance, such as Speed, Reliability,
Payment, and Accuracy. The chi-square test statistic for Speed is 336.238 with 9 degrees of
freedom, resulting in a p-value of .000. This indicates a highly significant association between
income and the impact of delivery speed. It suggests that different income levels are associated
with varying opinions or experiences regarding the speed of delivery. For Reliability, the chi-
square test statistic is 353.199 with 9 degrees of freedom, and the p-value is .000. This signifies
a statistically significant association between income and perceptions of delivery reliability.
Income appears to influence opinions or experiences related to the reliability of the delivery
service. The chi-square test statistic for Payment is 481.640 with 9 degrees of freedom, and the
p-value is .000. This implies a significant association between income and the impact of delivery
performance on payment. Different income levels may have distinct perspectives or experiences
regarding the payment process in delivery services. The chi-square test statistic for Accuracy is
313.836 with 9 degrees of freedom, and the p-value is .000. This indicates a highly significant
association between income and the impact of delivery accuracy. It suggests that income is a
factor influencing opinions or experiences related to the accuracy of deliveries.
In summary, the chi-square test results indicate a significant association between
income and the impacts of delivery performance, emphasizing the importance of considering
income-related factors in the management and enhancement of delivery services.
