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Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific

The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies si...

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Main Authors: Poh, Cecilia Shiow Huei, Razalli, Mohd Rizal
Format: Conference or Workshop Item
Language:English
Published: 2012
Subjects:
HE Transportation and Communications
Online Access:http://repo.uum.edu.my/8447/1/p1595.pdf
http://repo.uum.edu.my/8447/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
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spelling my.uum.repo.84472016-04-21T00:30:25Z http://repo.uum.edu.my/8447/ Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific Poh, Cecilia Shiow Huei Razalli, Mohd Rizal HE Transportation and Communications The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies significantly improve the customer satisfaction as a key benefits of logistics service quality.The company has find out the causes that affect the quality of the services to have a sustainable business. This paper will discuss about the DHL service performance by interview with the DHL Alor Star branch and reviewing the literature as a secondary resource. 2012-06 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/8447/1/p1595.pdf Poh, Cecilia Shiow Huei and Razalli, Mohd Rizal (2012) Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia. http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
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
Poh, Cecilia Shiow Huei
Razalli, Mohd Rizal
Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
description The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies significantly improve the customer satisfaction as a key benefits of logistics service quality.The company has find out the causes that affect the quality of the services to have a sustainable business. This paper will discuss about the DHL service performance by interview with the DHL Alor Star branch and reviewing the literature as a secondary resource.
format Conference or Workshop Item
author Poh, Cecilia Shiow Huei
Razalli, Mohd Rizal
author_facet Poh, Cecilia Shiow Huei
Razalli, Mohd Rizal
author_sort Poh, Cecilia Shiow Huei
title Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
title_short Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
title_full Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
title_fullStr Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
title_full_unstemmed Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
title_sort service quality measurement towards customer satisfaction - deutsche post (dhl) in asia pacific
publishDate 2012
url http://repo.uum.edu.my/8447/1/p1595.pdf
http://repo.uum.edu.my/8447/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
_version_ 1644279834928480256
score 13.211869

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