The study looked at what makes customers loyal to Pos Malaysia in the age of online shopping. They surveyed 315 customers and found that while people are generally happy with the service, they aren't as loyal as they could be. The research showed that customer satisfaction is key for building loyalty, even more than just good service. They also found that the lack of e-commerce options at post offices is a problem that needs fixing to make things easier for customers. Overall, the study gives insight into how Pos Malaysia can improve to keep customers coming back and be successful.