EXPLORING CUSTOMER FEEDBACK: A CASE STUDY ON CUSTOMER SATISFACTION AND PERCEPTION OF THE DELIVERY COURIER SHOPEE EXPRESS IN GENERAL SANTOS CITY

This study examines customer satisfaction and perception toward Shopee Express, one of the leading last-mile delivery couriers in General Santos City.Using a quantitative descriptive research design, data were gathered from 146 Shopee Express users selected through purposive and snowball sampling.Customer perceptions of six service quality dimensions-item condition, timeliness, availability and tracking, return and refund procedure, cost and effort, overall satisfaction, and loyalty-were measured using an adapted SERVQUAL model questionnaire.Descriptive statistics, including frequencies, percentages, means, and standard deviations, were used to analyze the responses.Results reveal that young female users are the majority who frequently purchase fashion and beauty products online.Customers have a very favorable perception of Shopee Express, giving it high marks for overall convenience, tracking accessibility, and appropriate package handling.High ratings for timely delivery and clear information also contribute to user satisfaction.However, moderate to high ratings in areas like delivery schedule flexibility, return or refund processing speed, and occasionally missing or incorrect items indicate aspects of the service that need more work.Overall, the results show that Shopee Express has built a strong user base in General Santos City and satisfies consumer needs and expectations.Customer satisfaction may be further enhanced by strengthening the efficiency of the return process, improving convenience features, and improving operational consistency.This study will showcase useful insights for enhancing courier service performance and add to the growing body of literature on e-commerce logistics.