A STUDY ON THE ROLE OF SOCIAL MEDIA IN ENHANCING CUSTOMER TRUST IN COURIER DELIVERY PLATFORMS

Abstract

 The social media commerce industry has a far higher level of participation than traditional e-commerce models. This engagement leads to large changes in the live orders made by customers. The scenario is uncertain thus order fulfillment systems should be designed to be fast, accurate and efficient. This will assist increase consumer satisfaction and create long-term loyalty. The courier service platforms use social media channels not just for commercial marketing but also for real-time consumer engagement, the resolution of customer complaints and the positioning of the brand. The analysis is framed in the context of the ongoing development of the digital world. The research aims to relate the activities on social media by including the factors of responsiveness, information correctness, user created content and brand engagement to improve the customer’s trust. 

It is worth noting that the paper makes a powerful argument for the increased dependence of consumers on reviews, ratings and recommendations from other consumers in their trust-based decision making processes. This is particularly true for high-contact industries such as courier delivery when a failure in service might conceivably affect the degree of pleasure enjoyed by clients immediately. This study takes an empirical method to accurately characterize the influence digital touchpoints have on trust dynamics. It is claimed that this strategy is supported by primary data and also statistically tested and empirically validated. In the study the focus is on positive connections it appears, while material that opposes such correlations is overlooked. False information, reviews or virally harmful content that may quickly erode trust are not taken into consideration in the spread. The research focuses on responsiveness and interactivity but may not include all the important operational aspects needed to build trust beyond social media visibility. This includes delivery dependability, logistics infrastructure and last mile constraints.