Influence of shared values of united parcel service on customers’ service delivery in Edo State

Abstract

The study assessed the influence of shared values of United Parcel Service for customers’ service delivery in Edo State. Four research questions guided the study. A descriptive survey research design was adopted for the study. The population consisted of all United Parcel Service customers in Edo State. The target population was infinite as there was no definite number of customers United Parcel Service renders services to. 150 customers were used as sample size. Accidental random sampling technique was adopted. The instrument was validated by three experts in the Department of Vocational and Technical Education, University of Benin, City. Cronbach alpha was used for the reliability of the instrument and this yielded 0.75. Descriptive statistics of mean was used to answer all the research questions. A questionnaire titled Questionnaire on influence of Shared Values of United Parcel Service for Customer Service Delivery in Edo State (QISVUPSCSDES) was administered to the respondents by the researchers and one research assistant. The result revealed that the respondents agreed that the shared values of United Parcel Service are used to provide customer service delivery with integrity to a high extent in Edo State. United Parcel Service renders efficient and quality customer service delivery to a high extent, it also provides customer service delivery with sustainability to a high extent and provide customer service delivery with innovativeness to a high extent. Based on the findings and conclusion, it was recommended that United Parcel Service should provide packaging for customers’ service as well as guarantee safe delivery of packages, among others.

Keywords: Shared value, United Parcel Service, customer Service Delivery