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Determinants factors of service quality in a courier service

This study embarked on an in-depth exploration into the influence of service quality dimensions on the efficacy of service quality at Ninja Van UUM (NVU), directly addressing the persistent service quality challenges and evolving customer expectations outlined in the problem statement. Adopting a de...

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Main Author: Awadh Faisal, Abdulatef Ali
Format: Thesis
Language:English
English
Published: 2024
Subjects:
HD58.9 Organizational Effectiveness.
Online Access:https://etd.uum.edu.my/11327/1/depositpermission.pdf
https://etd.uum.edu.my/11327/2/s831634_01.pdf
https://etd.uum.edu.my/11327/
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spelling my.uum.etd.113272024-10-06T16:14:32Z https://etd.uum.edu.my/11327/ Determinants factors of service quality in a courier service Awadh Faisal, Abdulatef Ali HD58.9 Organizational Effectiveness. This study embarked on an in-depth exploration into the influence of service quality dimensions on the efficacy of service quality at Ninja Van UUM (NVU), directly addressing the persistent service quality challenges and evolving customer expectations outlined in the problem statement. Adopting a descriptive research design, the investigation scrutinized the impacts of timeliness, order accuracy, price fairness, information quality, and personnel quality on customer perceptions of service quality. Amidst the burgeoning e-commerce landscape and the essential role of courier services in the modern supply chain, this research highlights NVU's efforts to meet these critical customer service expectations. A comprehensive survey, garnering 141 valid responses, provided a robust empirical foundation for the study. Analysis, conducted using SPSS v27, applied both descriptive and inferential statistical techniques to unearth significant insights. The findings underscored that timeliness, information quality, and personnel quality significantly and positively influence service quality, emphasizing their essential role in enhancing customer satisfaction. In contrast, order accuracy and price fairness did not emerge as significant influencers, revealing a complex perception landscape among NVU’s customers. This research enriches the corpus of knowledge on service quality, offering nuanced insights and practical recommendations for courier services, particularly NVU. It identifies strategic areas for operational improvement to elevate customer satisfaction and service efficiency, thereby enhancing overall service quality in the competitive courier service arena. By delving into the factors impacting service quality, this study illuminates key areas for development and strategic focus, aiming to foster a culture of excellence and the service quality at Ninja Van UUM 2024 Thesis NonPeerReviewed text en https://etd.uum.edu.my/11327/1/depositpermission.pdf text en https://etd.uum.edu.my/11327/2/s831634_01.pdf Awadh Faisal, Abdulatef Ali (2024) Determinants factors of service quality in a courier service. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HD58.9 Organizational Effectiveness.
spellingShingle HD58.9 Organizational Effectiveness.
Awadh Faisal, Abdulatef Ali
Determinants factors of service quality in a courier service
description This study embarked on an in-depth exploration into the influence of service quality dimensions on the efficacy of service quality at Ninja Van UUM (NVU), directly addressing the persistent service quality challenges and evolving customer expectations outlined in the problem statement. Adopting a descriptive research design, the investigation scrutinized the impacts of timeliness, order accuracy, price fairness, information quality, and personnel quality on customer perceptions of service quality. Amidst the burgeoning e-commerce landscape and the essential role of courier services in the modern supply chain, this research highlights NVU's efforts to meet these critical customer service expectations. A comprehensive survey, garnering 141 valid responses, provided a robust empirical foundation for the study. Analysis, conducted using SPSS v27, applied both descriptive and inferential statistical techniques to unearth significant insights. The findings underscored that timeliness, information quality, and personnel quality significantly and positively influence service quality, emphasizing their essential role in enhancing customer satisfaction. In contrast, order accuracy and price fairness did not emerge as significant influencers, revealing a complex perception landscape among NVU’s customers. This research enriches the corpus of knowledge on service quality, offering nuanced insights and practical recommendations for courier services, particularly NVU. It identifies strategic areas for operational improvement to elevate customer satisfaction and service efficiency, thereby enhancing overall service quality in the competitive courier service arena. By delving into the factors impacting service quality, this study illuminates key areas for development and strategic focus, aiming to foster a culture of excellence and the service quality at Ninja Van UUM
format Thesis
author Awadh Faisal, Abdulatef Ali
author_facet Awadh Faisal, Abdulatef Ali
author_sort Awadh Faisal, Abdulatef Ali
title Determinants factors of service quality in a courier service
title_short Determinants factors of service quality in a courier service
title_full Determinants factors of service quality in a courier service
title_fullStr Determinants factors of service quality in a courier service
title_full_unstemmed Determinants factors of service quality in a courier service
title_sort determinants factors of service quality in a courier service
publishDate 2024
url https://etd.uum.edu.my/11327/1/depositpermission.pdf
https://etd.uum.edu.my/11327/2/s831634_01.pdf
https://etd.uum.edu.my/11327/
_version_ 1814056932356390912
score 13.211869

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