Abstract:
This study examines the impact of sustainability practices on customer engagement at DHL Express Singapore, focusing on warehouse & transportation activities, eco-friendly packaging, digital engagement, community & awareness campaigns and transparency & reporting. A quantitative research method is employed. Primary data are collected from 384 customers of DHL Express Singapore by using convenience sampling method. Secondary data are gathered from documents of DHL Express Singapore. Reliability test, descriptive statistics and regression analysis are used to evaluate the relationship between sustainability practices and engagement outcomes. Findings reveal that warehouse & transportation activities, digital engagement, community & awareness campaigns and transparency & reporting have positive and significant effect on customer engagement. However, eco-friendly packaging is not significant with customer engagement. Among the sustainability practices, transparency & reporting acts the most influencing practice on organizational performance. This study suggests that DHL Express Singapore should expand electric vehicle deployment, strengthen eco‑friendly packaging initiatives, optimize warehouse layouts, enhance digital platforms, and reinforce transparency and community partnerships. Overall, the study highlights sustainability as a strategic lever for competitive advantage in logistics.
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