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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: Muhammad, Muzhaffar Amirul, Yusoff, Noruul Sayheerah, Ahmad Kamal, Nur Tharra Fina, Melan, Mustakim
Format: Conference or Workshop Item
Language:English
Published: 2017
Subjects:
HE Transportation and Communications
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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spelling my.uum.repo.226072017-07-12T00:38:42Z http://repo.uum.edu.my/22607/ Logistics service quality of courier providers among student in UUM Muhammad, Muzhaffar Amirul Yusoff, Noruul Sayheerah Ahmad Kamal, Nur Tharra Fina Melan, Mustakim HE Transportation and Communications 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. 2017 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/22607/1/STML%E2%80%93Go%20Green%202016%20275%20286.pdf Muhammad, Muzhaffar Amirul and Yusoff, Noruul Sayheerah and Ahmad Kamal, Nur Tharra Fina and Melan, Mustakim (2017) Logistics service quality of courier providers among student in UUM. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia. http://stmlportal.net/stmlgogreen2016/pdf/p275.pdf
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HE Transportation and Communications
spellingShingle HE Transportation and Communications
Muhammad, Muzhaffar Amirul
Yusoff, Noruul Sayheerah
Ahmad Kamal, Nur Tharra Fina
Melan, Mustakim
Logistics service quality of courier providers among student in UUM
description 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.
format Conference or Workshop Item
author Muhammad, Muzhaffar Amirul
Yusoff, Noruul Sayheerah
Ahmad Kamal, Nur Tharra Fina
Melan, Mustakim
author_facet Muhammad, Muzhaffar Amirul
Yusoff, Noruul Sayheerah
Ahmad Kamal, Nur Tharra Fina
Melan, Mustakim
author_sort Muhammad, Muzhaffar Amirul
title Logistics service quality of courier providers among student in UUM
title_short Logistics service quality of courier providers among student in UUM
title_full Logistics service quality of courier providers among student in UUM
title_fullStr Logistics service quality of courier providers among student in UUM
title_full_unstemmed Logistics service quality of courier providers among student in UUM
title_sort logistics service quality of courier providers among student in uum
publishDate 2017
url 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
_version_ 1644283566869184512
score 13.211869

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