Logistics service quality of courier providers among student in UUM
Customer satisfaction is one of the most important part in business especially in services to gain a competitive advantage.Courier services needs to consider what the customers want because they know that if they do not meet the satisfaction of the customer, other competitor will be at an advantage...
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| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2017
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/22607/1/STML%E2%80%93Go%20Green%202016%20275%20286.pdf http://repo.uum.edu.my/22607/ http://stmlportal.net/stmlgogreen2016/pdf/p275.pdf |
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| Summary: | Customer satisfaction is one of the most important part in business especially in services to gain a competitive advantage.Courier services needs to consider what the customers want because they know that if they do not meet the satisfaction of the
customer, other competitor will be at an advantage for giving better services.Courier companies need to make sure that they fulfill the criteria needed by their consumers.The purpose of this paper is to measure the level of quality of courier providers based on the customer’s satisfaction using their services.The Logistics Service Quality (LSQ) theory, which is a modified version of Service Quality (SERVQUAL) theory, is chosen for this paper.The theory includes variables such as timeliness, condition of order, availability of personnel and accuracy of information.It is to find out whether the hypothesis that a variable in the LSQ theory has significant influence on customer satisfaction for courier providers or not.To get a conclusion, 400 Students in Universiti Utara Malaysia were picked as the unit of analysis to be surveyed with questionnaire
to collect the data and were analyzed statistically. |
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