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

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Abstract

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.

Item Type:	Article
Uncontrolled Keywords:	customer satisfaction, service quality, survey, questionnaire
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Technology Management & Logistics
Depositing User:	Mrs Nurin Jazlina Hamid
Date Deposited:	05 Dec 2021 02:34
Last Modified:	05 Dec 2021 02:34
URI:	https://repo.uum.edu.my/id/eprint/28440

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