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A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi

Customer satisfaction is the most widely used tool for measuring the performance of the business. This study aims to examine customer satisfaction with the UUM Parcel Centre (UPC) service. Customer satisfaction was measured based on the five dimensions of service quality (i.e. tangible, reliability,...

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Main Authors: Othman, Nur Syuhada, Hami, Norsiah
Format: Article
Language:English
Published: Universiti Utara Malaysia 2020
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/28440/1/STMLGG%2001%2038%202020%20129-131.pdf
http://repo.uum.edu.my/28440/
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spelling my.uum.repo.284402021-12-05T02:34:03Z http://repo.uum.edu.my/28440/ A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi Othman, Nur Syuhada Hami, Norsiah HD28 Management. Industrial Management Customer satisfaction is the most widely used tool for measuring the performance of the business. This study aims to examine customer satisfaction with the UUM Parcel Centre (UPC) service. Customer satisfaction was measured based on the five dimensions of service quality (i.e. tangible, reliability, assurance, responsiveness and empathy). The objectives of this study are to examine the extent of customer satisfaction with services offered by UPC Bukit Kachi and to determine the extent of the importance of each dimension of service quality as quality criteria for customer satisfaction. The population of this study is 3,562 customers at Bukit Kachi Student Residential Hall. This study used a questionnaire to collect data from the respondents. The data were analyzed descriptively by using SPSS. In general, the results show the low extent of customer satisfaction with service quality provided by UPC at Bukit Kachi. The most important criteria for service quality perceived by customers is empathy. Therefore, though customers satisfied with the service provided by UPC, it is suggested that the company needs to focus on improving the quality of service especially related to empathy. Universiti Utara Malaysia 2020 Article PeerReviewed application/pdf en http://repo.uum.edu.my/28440/1/STMLGG%2001%2038%202020%20129-131.pdf Othman, Nur Syuhada and Hami, Norsiah (2020) A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi. Symposium on Technology Management and Logistics (STML Go Green) 2019: Operations Management, Volume 1, 1 (38). pp. 129-131. ISSN eISBN 978-967-2296-23-4
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Othman, Nur Syuhada
Hami, Norsiah
A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
description Customer satisfaction is the most widely used tool for measuring the performance of the business. This study aims to examine customer satisfaction with the UUM Parcel Centre (UPC) service. Customer satisfaction was measured based on the five dimensions of service quality (i.e. tangible, reliability, assurance, responsiveness and empathy). The objectives of this study are to examine the extent of customer satisfaction with services offered by UPC Bukit Kachi and to determine the extent of the importance of each dimension of service quality as quality criteria for customer satisfaction. The population of this study is 3,562 customers at Bukit Kachi Student Residential Hall. This study used a questionnaire to collect data from the respondents. The data were analyzed descriptively by using SPSS. In general, the results show the low extent of customer satisfaction with service quality provided by UPC at Bukit Kachi. The most important criteria for service quality perceived by customers is empathy. Therefore, though customers satisfied with the service provided by UPC, it is suggested that the company needs to focus on improving the quality of service especially related to empathy.
format Article
author Othman, Nur Syuhada
Hami, Norsiah
author_facet Othman, Nur Syuhada
Hami, Norsiah
author_sort Othman, Nur Syuhada
title A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
title_short A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
title_full A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
title_fullStr A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
title_full_unstemmed A study of customer satisfaction in UUM Parcel Centre (UPC) service at Bukit Kachi
title_sort study of customer satisfaction in uum parcel centre (upc) service at bukit kachi
publisher Universiti Utara Malaysia
publishDate 2020
url http://repo.uum.edu.my/28440/1/STMLGG%2001%2038%202020%20129-131.pdf
http://repo.uum.edu.my/28440/
_version_ 1718929000686944256
score 13.211869

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