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.

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Abstract

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.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	Logistics Service Quality (LSQ), customer satisfaction, courier services
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	School of Technology Management & Logistics
Depositing User:	Dr. Mustakim Melan
Date Deposited:	12 Jul 2017 00:38
Last Modified:	12 Jul 2017 00:38
URI:	https://repo.uum.edu.my/id/eprint/22607

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