Authors: S. Sangeetha, Dr. P. Vinodhini
Abstract: The courier and cargo industry plays a vital role in supporting business operations and meeting the growing demand for fast and reliable delivery services. This study examines the operational efficiency of UM EXPRESS Courier and Cargo Services by analysing key operational activities such as shipment processing, transportation, route planning, delivery performance, technology usage, and customer service. A descriptive research design was adopted, and data were collected from 88 respondents (30 employees and 70 customers) using a structured questionnaire, along with secondary data from company records and published sources. The collected data were analyzed using percentage analysis, ranking methods, weighted average method, and graphical representation. The findings reveal that the company's overall operational efficiency is satisfactory, with transportation delays identified as the major operational challenge. The study concludes by suggesting improvements in transportation management, technology adoption, and process coordination to enhance service quality, customer satisfaction, and overall operational performance.
DOI: http://doi.org/10.5281/zenodo.21888467
