UniMAIL mobile application / Sofia Hani Amira Ahmad Nasim ... [et al.]

• Main Authors: Ahmad Nasim, Sofia Hani Amira, Nurul Azam, Muhammad Nafiis Amany, Ilyana Idrus, Nurul Asyiera, Mohd Shahid Khan, Nurul Nazeerah, Saharan, Mohd Shafiz
• Format: Book Section
• Language: English
• Published: Universiti Teknologi MARA, Kedah 2023
• Subjects: Technological change; Information technology. Information systems
• Online Access: https://ir.uitm.edu.my/id/eprint/83342/1/83342.pdf; https://ir.uitm.edu.my/id/eprint/83342/
• Institution: Universiti Teknologi Mara

UniMAIL Mobile App is a product developed with the aim of enhancing the customer experience in tracking parcels, making payments, and reserving lockers for UniMAIL Hub situated in UiTM Cawangan Kedah. The development of UniMAIL Mobile App aligns with the growing trend of mobile app usage among consumers, as consumers downloaded over 31 billion apps worldwide and spent over $32 billion on in-app purchases in Q1 of 2021 (App Annie, 2021). Mobile apps have become crucial for businesses to engage with customers and remain competitive. Pitney Bowes' survey conducted in 2017 found that 97% of consumers want to track their packages in real-time, 70% consider package tracking a critical factor when choosing a retailer, and 47% prefer to track packages using a mobile app. Offering a mobile app for parcel tracking and related services is, therefore, a key factor in providing a positive customer experience and differentiating a parcel hub from its competitors. It can also increase customer loyalty and satisfaction while streamlining operations for the parcel hub. UniMAIL's transition from manual workflow to a digital system will make business operations more efficient. By downloading the app, students can track their parcel delivery status. Through the "Pay Now & Collect Later" concept, customers can make payment via the app, either through online banking or a QR code, before collecting their parcel at the hub. Additionally, customers can reserve lockers to collect parcels after UniMAIL operation hours, providing them with 24/7 access to their packages. This ensures that customers have a seamless buying experience, allowing them to avoid long queues at the hub. UniMAIL also provides group locker reservations for customers to share costs and experiences, with each locker able to accommodate up to five parcel packages, depending on the parcel size. The intelligent locker system aims to exceed customer expectations, ensuring that they keep coming back for more. Developers will use cross-platform app development tools like React Native and Xamarin to create mobile apps that can run on multiple platforms such as iOS and Android. By writing code once, developers can deploy the app across multiple platforms, saving time and effort compared to creating separate apps for each platform. In conclusion, UniMAIL's mobile app contributes to increased efficiency, improved customer satisfaction, cost savings, and competitive advantage. The app provides students with a good customer experience in checking their parcel location, locker reservation, and making online payments for the parcel fee.