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

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.

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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.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML) Universiti Utara Malaysia
Uncontrolled Keywords: DHL, service quality measurement, courier services, customer satisfaction, sustainability
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Business Management
Depositing User: Dr. Mohd Rizal Razalli
Date Deposited: 02 Jul 2013 01:36
Last Modified: 21 Apr 2016 00:30
URI: http://repo.uum.edu.my/id/eprint/8447

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