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: | en |
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2017
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| Online Access: | https://repo.uum.edu.my/id/eprint/22607/1/STML%E2%80%93Go%20Green%202016%20275%20286.pdf https://repo.uum.edu.my/id/eprint/22607/ http://stmlportal.net/stmlgogreen2016/pdf/p275.pdf |
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| _version_ | 1834417808833773568 |
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| 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 |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| 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 |
| id | my.uum.repo-22607 |
| institution | Universiti Utara Malaysia |
| language | en |
| publishDate | 2017 |
| record_format | eprints |
| spelling | my.uum.repo-226072017-07-12T00:38:42Z https://repo.uum.edu.my/id/eprint/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 https://repo.uum.edu.my/id/eprint/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 |
| 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 |
| title | 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_short | Logistics service quality of courier providers among student in UUM |
| title_sort | logistics service quality of courier providers among student in uum |
| topic | HE Transportation and Communications |
| url | https://repo.uum.edu.my/id/eprint/22607/1/STML%E2%80%93Go%20Green%202016%20275%20286.pdf https://repo.uum.edu.my/id/eprint/22607/ http://stmlportal.net/stmlgogreen2016/pdf/p275.pdf |
| url_provider | http://repo.uum.edu.my/ |