The Impact of Covid-19 Pandemic on Consumer Behavior: J&T Express Courier Services in Malaysia and Indonesia
Abstract
The Covid-19 pandemic causes people to reduce physical interactions as everyone is encouraged to keep a safe distance to reduce the spreading of the virus. During this pandemic, as cities are locked down, e-commerce has become a trend, and therefore, a delivery company like J&T Express is needed in order to deliver items purchased by customers to their homes. The objective of the study is to find out the impact of the Covid-19 pandemic on consumer behavior towards the intention to use J&T Express services. The data were collected from a survey questionnaire about the consumer behavior in Malaysia and Indonesia towards courier company J&T Express. This study was gathered data from 100 consumers through Google Form. The findings of this research reveal that consumer intention to use the courier services increased during the Covid-19 pandemic.
Full Text:
PDFReferences
Andrienko, O. (2020). Ecommerce & consumer trends during coronavirus. Retrieved from https://www.semrush.com/blog/ecommerce-covid-19/
Azis, I. J. (2019). The Indonesian economy in transition: Policy challenges in the Jokowi Era and Beyond edited by Hal Hill and Siwage Dharma Negara. Asian-Pacific Economic Literature, Asia Pacific School of Economics and Government, The Australian National University, 33(2), 143-145. doi: 10.1111/apel.12276
Azman, H. (2021). Delivery services a booming industry. The Malaysian Reserve. Retrieved from https://themalaysianreserve.com/2021/01/25/delivery-services-a-booming-industry/
Babu, S. (2019). 13% of shoppers never come back if their delivery isn’t on time. Retrieved from https://smallbiztrends.com/2019/10/delivery-statistics.html
Badi, K. S. (2018). The impact of Marketing Mix on the competitive advantage of the SME sector in the Al Buraimi Governorate in Oman. Sage open, 1-10. doi: 10.1177/2158244018800838
Baldassarre, B., Calabretta, G., Bocken, N., & Jaskiewicz, T. (2017). Bridging sustainable business model innovation and user-driven innovation: A process for sustainable value proposition design. Journal of Cleaner Production,175–186. Doi: 10.1016/j.jclepro.2017.01.081
Belanche, D., Casalo, A.V., & Flavian, C. (2012). Integrating trust and personal values into the Technology Acceptance Model: The case of e-government services adoption. Cuadernos de EconomÃa y Dirección de la Empresa, 15, 192–204. doi: 10.1016/j.cede.2012.04.004
Bhatti, A., Akram, H., Basit, H. M., & Khan, A. U. (2020). E-commerce trends during covid-19 pandemic. International Journal of Future Generation Communication and Networking, 13(2), 1449-1452.
Bressolles, G., & Durrieu, F. (2011). Service quality, customer value and satisfaction relationship revisited for online wine websites. Retrieved from http://academyofwinebusiness.com/wp-content/uploads/2011/09/15-AWBR2011-Bressolles-Durrieu.pdf
Candra, S., & Juliani, M. (2018). Impact of e-service quality and customer value on customer satisfaction in local brand. Binus Business Review, 9(2), 125–132. doi: 10.21512/bbr.v9i2.4650
Di Vaio, A., Boccia, F., Landriani, L., & Palladino, R. (2020). Artificial intelligence in the agri-food system: Rethinking sustainable business models in the Covid-19 scenario. Sustainability, 12(12), 1-12. Doi: 10.3390/su12124851
Elogii. (2020). 101 delivery statistics for 2020. Retrieved from https://elogii.com/blog/delivery-statistics-2020/
Ewell, B. J. (2020). How returns and reverse logistics can influence customer brand loyalty. Retrieved from https://sps.honeywell.com/us/en/support/blog/productivity/how-returns-and-reverse-logistics-can-influence-customer-brand-loyalty
Figliozzi, M., & Unnikrishnan, A. (2021). Exploring the impact of socio-demographic characteristics, health concerns, and product type on home delivery rates and expenditures during a strict Covid-19 lockdown period: A case study from Portland, OR. Transportation Research Part A: Policy and Practice, 153, 1–19. doi: 10.1016/j.tra.2021.08.012
GlobalData. (2020). Covid-19 accelerates e-commerce growth in Malaysia, says. Retrieved from https://www.globaldata.com/covid-19-accelerates-e-commerce-growth-malaysia-says-globaldata/
Goi, C. L. (2009). A review of marketing mix: 4Ps or more?. International Journal of Marketing Studies, 1(1), 2-15.
Gregurec, I., Furjan, M. T., & Pupek, K. T. (2020). The impact of Covid-19 on sustainable business models in SMEs. Sustainability, 13(3), 1-24. doi: 10.3390/su13031098
Haron, H., Abu Bakar, S. Z., Haron, H., & Hui, H. K. (2017). Critical success factors on delivery preferences of e-commerce in Malaysia. International Journal of Academic Research in Business and Social Sciences, 7(11), 1383-1393. Doi: 10.6007/IJARBSS/v7-i11/3577
Hartono, M., Santoso, A., & Prayogo, D.N. (2017). How Kansei Engineering, Kano and QFD can improve logistics services. International Journal of Technology, 8, 1070–1081. doi: 10.14716/ijtech.v8i6.689
Hui, H. Y., & Fernando, Y. (2019). Improving competencies for the courier service industry in Malaysia. In M. K. Pour., & Information Resources Management Association (Eds), Advanced methodologies and technologies in digital 25 marketing and entrepreneurship (pp. 268-277). Pennsylvania, USA: IGI Global.
Išoraitė, M. (2016). Marketing Mix Theoretical Aspects. International Journal of Research-Granthalayaah, 4(6), 25-37. doi: 10.29121/granthaalayah.v4.i6.2016.2633
Izzah, N., Dilaila, F., & Yao, L. (2021). The growth of reliance towards courier services through e-business verified during COVID-19: Malaysia. Journal of Physics: Conference Series, 1-12. doi:10.1088/1742-6596/1874/1/012041
Karcz, J., & Slusarczyk, B. (2016). Improvements in the quality of courier delivery. International Journal for Quality Research, 10(2), 355-372. Doi: 10.18421/IJQR10.02-08
Leong, D. (2020). Courier express players face double whammy –stiff competition and Covid-19. Retrieved from https://focusmalaysia.my/mainstream/courier-express-players-face-double-whammy-stiff-competition-and-covid-19/
Lim, C. H., & Teoh, K. B. (2021). Factors influencing the SME business success in Malaysia. Annals of Human Resource Management Research, 1(1), 41-54. Doi: 10.35912/ahrmr.v1i1.380
Logistic Mitchell’sny. (2021). How Covid-19 has changed the delivery industry. Retrieved from https://logistics.mitchellsny.com/how-covid-19-has-changed-the-delivery-industry/
Marketing Mix. (2019). Literature review and company example. Retrieved from https://phdessay.com/marketing-mix-literature-review-and-company-example/
Mazlan, M. (2021). Challenge E-Commerce to the logistics courier services provider during MCO in Malaysia. IOSR Journal of Business and Management, 23(2), 59-62. DOI: 10.9790/487X-2302025962
Mcleod, S. (2018). Questionnaire: Definition, examples, design and types. Retrieved from https://www.simplypsychology.org/questionnaires.html
MIDA. (2021). E-commerce continues to grow. Retrieved from https://www.mida.gov.my/mida-news/e-commerce-continues-to-grow/
NST Business. (2021, July 23). New norms under Covid-19 crisis strengthens Malaysian postal & courier sector. Retrieved from https://www.nst.com.my/business/2021/07/710897/new-norms-under-covid-19-crisis-strengthens-malaysian-postal-courier-sector
OECD. (2020). Connecting businesses and consumers during Covid-19: Trade in parcels. Retrieved from https://www.oecd.org/coronavirus/policy-responses/connecting-businesses-and-consumers-during-covid-19-trade-in-parcels-d18de131/#back-fnotea0z3
Ooi, T. P., & Teoh, K. B. (2021). Factors affecting the turnover intention among employees in Penang manufacturing industry. Annals of Human Resource Management Research, 1(1), 29-40. doi: 10.35912/ahrmr.v1i1.379
Ramana, V. D., Rao, N. K., Kumar S. J., & Venkatasubbaiah, K. (2013). Identification of measurement items of design requirements for lean and agile supply chain – confirmatory factor analysis. International Journal for Quality Research 7(2), 258.
Singh, M. (2016). Marketing Mix of 4P’S for competitive advantage. IOSR Journal of Business and Management, 3(6), 40-45.
Singh, P. K. (2012). Management of business processes can help an organization achieve competitive advantage. International Management Review, 8(2), 19-26.
Song, H., Ruan, W., & Park, Y. (2019). Effects of service quality, corporate image, and customer trust on the corporate reputation of Airlines. Sustainability, 11, 3302. doi: 10.3390/su11123302
Teoh, K. B., Gan, K. H., & Seow, X. T. (2021). The psychosocial safety climate and burnout among Penang hoteliers. In Noel, S., Dimitrios, B., Therdchai, C., Jati, K. A., Leong, Q. L., Chidchanok, A, … Ken, B. (Eds), Proceedings of the Phuket International Tourism Conference (pp. 96-108). Thailand: Phuket Rajabhat University.
Tendur, S. T. E., Hutabarat, V. V., & Tumbelaka, S. S. X. (2021). Price perception, service quality and customer satisfaction (Empirical study on Cafes at Tondano City). International Journal of Tourism and Hospitality in Asia Pasific, 4(3), 19-31.
Troy, M. (2020, May 19). Walmart grocery drives 74% e-commerce growth. Retrieved from https://progressivegrocer.com/walmart-grocery-drives-74-e-commerce-growth
Twin, A. (2021). The 4 Ps. Retrieved from https://www.investopedia.com/terms/f/four-ps.asp
Wilson. N., & Christella, R. (2019). An empirical research of factors affecting customer satisfaction: A case of the Indonesian E-Commerce Industry. Development Research of Management, 14(1). Doi:10.19166/derema. v14i1.1108
WTO. (2020). E-commerce, trade and the Covid-19 pandemic. Retrieved from https://www.wto.org/english/tratop_e/covid19_e/ecommerce_report_e.pdf
DOI: https://doi.org/10.32535/apjme.v5i1.1428
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 Phing Shuin Liew, Wei Ning Liew, Cia Shim Lim, Jenq Yang Lin, Salwa Inka Qonitah

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Asia Pacific Journal of Management and Education (APJME)
ISSN 2655-2035 (Online)
DOI Prefix: 10.32535 by CrossRef
Published by AIBPM Publisher
JL. Kahuripan No. 9, Hotel Sahid Montana, Malang, Indonesia
Email: editor.apjme@aibpm.org
Phone: +62 341 366222
Website: https://aibpmpublisher.com/
Governed by
Association of International Business and Professional Management
Email: admin@aibpm.org
Website: https://www.aibpm.org/
Licensing Information
Asia Pacific Journal of Management and Education (APJME) is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License .