The Strategy, Impact, and Challenges Faced by Pos Malaysia Berhad during the COVID-19 Crisis

Daisy Mui Hung Kee, Siti Nurul Aisyah Nasser, Nur Syafiqah Mohd Sany, Tiara Iffah Azhar, Zhorifa Hazwani Roslan, Najwatul Adibah Amli


The current Covid 19 pandemic has caused many people to feel grateful for the work they still have. Millions of people have lost their jobs and livelihoods, economic problems and financial woes increase exponentially. The study aims to analyse the strategy, impact, and challenges faced by Pos Malaysia during the COVID-19 crisis. With operations scaled-down amidst the COVID-19 Pandemic, the company faced loss. The unprecedented COVID-19 pandemic has had significant impact on the companies, resulting the decrease of revenue for the first quarter in 2020. This study used a quantitative approach. An online survey was carried using Google Forms and the respondents were Pos Malaysia employees. By using a sample of 50 employees in Pos Malaysia, the result showed that Pos Malaysia business was affected due to the COVID-19 Pandemic and the subsequent stricter lockdown measures imposed in Malaysia.

Full Text:



Alan, H. (2020). COVID-19 pandemic and digitalization of service organizations: A trademark approach. Electronic Turkish Studies, 15(6), 31-47.

Ali, S. R. O., & Amir, S. N. A. H. (2020). Service quality and customer satisfaction: Experience of customers in postal service. Jurnal Intelek, 15(2), 67-75.

Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation. MIT Sloan management review, 47(2), 56.

Bhatti, A., Akram, H., Basit, H. M., Khan, A. U., Razam S. M., & Naqvi, M. B. (2020). E-commerce trends during COVID-19 Pandemic. International Journal of Future Generation Communication and Networking, 13(2), 1449-1452.

Business Wire (2020) PosLaju and UPS form alliance. Retrieved online from

Edum, E. E., Kee, D. M. H., Zulkifli, M. H., Noorazmi, N. N., Hamizi, S. M., & Almutairi, A. (2019). Pos Laju MY's courier management by employee efficiency issues. International Journal of Tourism and Hospitality in Asia Pasific, 2(2), 1-4.

Ganasegeran, K., Ch'ng, A. S. H., & Looi, I. (2020). COVID-19 in Malaysia: Crucial measures in critical times. Journal of Global Health, 10(2), 1-4.

Hamzah, A., Yazid, M. F., & Shamsudin, M. F. (2020). Post covid-19: What next for real estate industrial sector in Malaysia? Journal of Postgraduate Current Business Research, 1(1). 1-4.

Hasanat, M. W., Hoque, A., Shikha, F. A., Anwar, M., Hamid, A. B. A., & Tat, H. H. (2020). The impact of coronavirus (Covid-19) on e-business in Malaysia. Asian Journal of Multidisciplinary Studies, 3(1), 85-90.

Hooi, R. (2020). Pos Malaysia gains from e-commerce surge during Covid-19. Retrieved online from

Hui, H. Y., & Fernando, Y. (2019). Improving competencies for the courier service industry in Malaysia. In book Advanced methodologies and technologies in digital marketing and entrepreneurship [M. K. Pour., & Information Resources Management Association, Eds], 268-277. Pennsylvania, USA: IGI Global.

Izzah, N., Rifai, D., & Yao, L. (2016). Relationship-courier partner logistics and e-commerce enterprises in Malaysia: A review. Indian Journal of Science and Technology, 9(9), 1-10.

Khor, V., Arunasalam, A., Azli, S., Khairul-Asri, M. G., & Fahmy, O. (2020). Experience from Malaysia during the COVID-19 movement control order. Urology. 141, 179-180.

Kamaljeet, K., Mageswari, K., Jaspal, S. J. S., Selvi, S., & Sukjeet, K. S. (2020). Impact of the first phase of movement control order during the COVID-19 pandemic in Malaysia on purchasing behaviour of Malaysian consumers. Journal of Humanities and Social Sciences Research, 2(5), 131-144.

Laato, S., Islam, A. N., Farooq, A., & Dhir, A. (2020). Unusual purchasing behaviour during the early stages of the COVID-19 Pandemic: The stimulus-organism-response approach. Journal of Retailing and Consumer Services, 57, 1-12.

Leong, B. (2020). COVID-19's impact on Malaysia's e-commerce market. Retrieved online from

Pos Malaysia. (2020). Asiaxpress service available during temporary suspension of international mail, parcel and EMS services. Retrieved online from

Pos Malaysia. (2020). Pos Malaysia recorded a lower net loss in the first quarter of financial year 2020. Retrieved from

Ridgley, B. (2020). Courier management systems & other tech helping the courier business during the crisis | HERE Mobility Blog. Retrieved online from

Teoh, Y. K., Hasan, S. A., & Zahari, S. N. A. (2020). Data envelopment analysis for malaysia courier services performance and customer satisfaction. Journal of Computing Research and Innovation, 5(3), 25-33.

Yau, E. K. B., Ping, N. P. T., Shoesmith, W. D., James, S., Hadi, N. M. N., & Loo, J. L. (2020). The behaviour changes in response to COVID-19 Pandemic within Malaysia. The Malaysian Journal of Medical Sciences: MJMS, 27(2), 45-50.



  • There are currently no refbacks.

Copyright (c) 2021 Daisy Mui Hung Kee, Siti Nurul Aisyah Nasser, Nur Syafiqah Mohd Sany, Tiara Iffah Azhar, Zhorifa Hazwani Roslan, Najwatul Adibah Amli

Published by : 

AIBPM Publisher
Kahuripan no 9, Malang, East Java Indonesia

If you are interested to get the journal subscription you can contact us

E-ISSN:  2654-7279

ISSN: 2685-8819


Journal of The Community Development in Asia (JCDA)  INDEXED:



This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.