SCHOOL OF Western Sydney University Vietnam ASSIGNMENT COVER SHEET STUDENT DETAILS Student name: Student ID number: Lê Hoàng Ân 21001026 UNIT AND TUTORIAL DETAILS Unit name: Unit number: Academic English Tutorial group: AEN-T122WSB-6 Tutorial day and time: Lecturer or Tutor name: Gabriel Ryan ASSIGNMENT DETAILS Title: Success Factors of Delivery Service Length: Due date: 11/04/2021 Date submitted: 11/04/2021 Home campus (where you are enrolled): DECLARATION × I hold a copy of this assignment if the original is lost or damaged × I hereby certify that no part of this assignment or product has been copied from any other student’s work or from any other source except where due acknowledgement is made in the assignment × I hereby certify that no part of this assignment or product has been submitted by me in another (previous or current) assessment, except where appropriately referenced, and with prior permission from the Lecturer / Tutor / Unit Coordinator for this unit × No part of the assignment/product has been written/produced for me by any other person except where collaboration has been authorised by the Lecturer / Tutor /Unit Coordinator concerned × I am aware that this work will be reproduced and submitted to plagiarism detection software programs for the purpose of detecting possible plagiarism (which may retain a copy on its database for future plagiarism checking) Student’s signature: Lê Hoàng Ân Note: An examiner or lecturer / tutor has the right to not mark this assignment if the above declaration has not been signed ARO 00380 08/15 Nowadays, when e-commerce is being widely developed, it leads to many essential services emerging Especially delivery service since shopping online becomes a dispensable thing in everyone’s life Because of high demands and laziness, humans gradually depend on technology They turn into being lazy to go shopping outside Delivery service is a helpful tool because it supports the customers needs Delivery service helps buyers save a lot of time to go directly to the store or buying items from abroad According to Indeed (2021), a delivery service is a business groundwork that provides supplies to the customers It includes the continual engagement between the two parties at the time when the provider is providing the service and the customer is paying for it In essence, a service company gives a consumer objects they could not develop on their own From another newspaper, IBM (2022) defines that “Delivery Services are billable services that are directly associated with a product in a sales order or a return order Stand-alone delivery service lines can also be created, and if required, associated with a product at a later time” At this time, due to Covid-19, the stressful pandemic situation leads to humans going out Buying goods gradually becomes difficult so delivery services are strongly developed This service helps to directly deliver goods to clients without going out The limitation of close connections between people makes the pandemic decrease constantly Delivery service plays an important role in the Covid-19 pandemic situation Mitchell (2021) shows that “The rising popularity of delivery services is not exactly a new trend Even before COVID-19 started making headlines, Americans were falling in love with the convenience of delivery services” He also proves that before the Covid-19, especially from 2015 to 2020, the delivery services industry in the United States grew by an average of 4.7 percent every year Since courier delivery service has become a necessity, the importance of delivery service cannot be denied Nowadays, almost every single family uses a courier service, they buy everything from small items such as household appliances to high-end luxury stuff People depend on the delivery service because of its convenience According to Reyhle (2019), when it comes to obtaining the things they purchase online, customers today have a number of options The author also says that “Next day deliveries aren’t just a perk anymore, they’re actually expected” After Covid-19, a courier service has shown its importance during quarantine, thanks to it, people can buy essentials and stock up when they have to comply with social distancing Because delivery service becomes a convenience for humans, the success factors of that service cannot be ignored The courier services are growing into a network that prioritizes efficiency and speed Everyone currently relies on these services in some capacity, whether it is a corporate delivery or an online purchase There are five success factors of delivery service which are listed by Esquire Express (2018) The first main factor is price When customers are online shopping, the first thing they focus on is actually prices, the money they have to pay for their goods When choosing a courier service, one should consider their budget The user always selects the budget-friendly If the price is out of control, customers can think twice before choosing Next, the author says that availability is the second factor but is less important than the four factors left This factor shows that the consumers should reconsider their choice unless the service company delivers the package on time The next and also the most important factor of all is speed Because “fast delivery matters are the most and the best factor of any courier service”, the essential success is how long the courier company keeps its consumers waiting An effective way to attract customers is communication According to Esquire Express (2018), the focus of a competent delivery service firm should be on keeping excellent client relationships Having clear communication is good enough to retain the customers The last factor is honesty with the customers, which must have in the courier business Customers not want to spend a large amount of money to buy fake and poor-quality goods It will severely harm the company's reputation Honesty is the best factor that makes the delivery service become more widely developed Because of many factors, the delivery service has grown into a very popular service for every single family The delivery service is successful because it brings a lot of benefits to the consumers First, convenience is the greatest benefit that customers want to have when they are shopping online Because clients not want to hand-carry many things when shopping They just use a phone and wifi strong enough for shopping online Delivery service just delivers goods for an hour If the customers order some things such as food or appliances, their items can be delivered within an hour Zahair (2021) demonstrates that “Not only is same-day delivery service convenient for the consumer, but it benefits the online retailer too Almost immediate product access improves their position against stationary retailers, increasing competitiveness within the market” The second is time-saving In the Industrial Internet of Things, it is very important to save time, customers just stay home and shop online without going to the store or when they are starving but they not want to go out to get their meals, the delivery service will it for the clients Third, the delivery service is flexible and easy to use According to Sutevski (2022), in case the shoppers are in a rush because of forgetting to buy a birth gift for their best friend; instead of spending many hours in the shopping malls, others go online and complete tasks with just a few mouse clicks or screen taps Fourth, the service company will offer their customers a lot of offers such as discount codes for shipping, buy one get one free, etc Last one is reducing fuel costs During this time, when Russia and Ukraine are tense, the fuel costs are increasing rapidly, the customers not want to spend a large amount of money on petrol Delivery service can limit that cost because the courier company will deliver the goods to customers without having to spend money on filling fuel While people are in the Industrial Internet of Things, everything is significantly developed The delivery service becomes a dispensable service, the convenience, and helpfulness of courier service are what brings it closer to people During Covid-19, this service shows the world how important it is Without delivery service, people will find it difficult in terms of purchasing goods Because of high demand, the courier service brings to the customer many benefits to respond to them The success factors also support the service company in bringing success to the delivery industry Everyone enjoys this service and it has become an important part of life where e-commerce is thriving Esquire Express (2018, July 14) Factors That Makes A Courier Service Best Esquire Express https://esquireexpress.com/5-factors-that-makes-a-courier-service-best/?fbclid=IwAR1ymnUJ8Sb CyjzoqX8v4MpWIXuYEiC3P7-JJYhuzJnEmPur6BsveYE4T6I IBM (2022) Product services: delivery services, provided services and special services IBM Sterling Order Management https://www.ibm.com/docs/en/order-management?topic=cm-product-services-delivery-services-pr ovided-services-special-services Indeed (n.d.) What Is Service Delivery in Business? Indeed Career Guide https://www.indeed.com/career-advice/career-development/service-delivery Mitchell, M (2021, March 25) How COVID-19 Has Changed the Delivery Industry Delivery Service Manhattan | NYC Delivery Service | Mitchell’sNY Logistics https://logistics.mitchellsny.com/how-covid-19-has-changed-the-delivery-industry/ Reyhle, N L (2019, August 7) The Importance of Delivery Service in E-commerce Retail Minded https://retailminded.com/the-importance-of-delivery-service-in-e-commerce/#.YlMnUsjP1PY Sutevski, D (2022, April 7) Why is Delivery Services Important for eCommerce Win Entrepreneurs Box https://www.entrepreneurshipinabox.com/18310/why-delivery-services-backbone-success-ecomm erce/ Zahair, A (2021, September 30) Increasing Convenience - Are Delivery Solutions Changing Convenience Models? Corporate Vision Magazine https://www.corporatevision-news.com/increasing-convenience-are-delivery-solutions-changing-c onvenience-models/ ... https://esquireexpress.com/5-factors-that-makes-a-courier-service-best/?fbclid=IwAR1ymnUJ8Sb CyjzoqX8v4MpWIXuYEiC3P7-JJYhuzJnEmPur6BsveYE4T6I IBM (2022) Product services: delivery services, provided services and special services IBM