Zainuddin, Nizamuddin and Kamis, Khaliesah Norfaiqah and Marimuth, Darvinth (2019) Student’s perception on the quality of service of UUM’s University Parcel Centre (UPC). Symposium on Technology Management and Logistics (STML Go Green) 2019 (17). pp. 145-156. ISSN eISBN 978-967-2276-16-6

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Abstract

The purpose of this paper to measure the level of consumer satisfaction of using University Parcel Centre (UPC) among University Utara Malaysia (UUM) students. The University Parcel Centre (UPC) play pivotal role in providing fundamental services to classify, arrange and store the consumer parcel which arrive from the other third-party courier. It also recognizes as a one stop parcel hub center, so the UUM consumer can collect their respective parcel by themselves at UPC. This study is adopted from the SERVQUAL model to complete our study. The five dimensions of this study to determine the tangibility, assurance, reliability, responsiveness, empathy and consumer satisfaction of using the UPC services. This researcher applied quantitative method for this study to collect the data accordingly. The set questionnaire is construct by using google form and distributed towards UUM students for collect the data. The total of 240 respondents whom studying at UUM were select for this study. The Cronbach’s Alpha value was more than 0.7 value, which is 0.813. The findings showed that from this tangible (r= 0.486, p<0.01), reliability (r= 0.266, p<0.01), responsiveness (r= 0.197, p<0.01) and empathy (r= 0.326, p<0.01) have a positive relationship while the assurance (r= -0.104, p>0.01) have a negative relationship towards consumer satisfaction. This research devotes in dual way, which are theoretical and practical way to improve the quality service on time arrival parcel, reasonable price, security system, effective collection and strategic location. Limitation and proposition were also focal point for future researcher.

Item Type:	Article
Uncontrolled Keywords:	University Parcel Centre (UPC), tangible, reliability, responsiveness, empathy, assurance, consumer satisfaction, Service Quality Model (SERVQUAL)
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 Jan 2022 01:03
Last Modified:	05 Jan 2022 01:03
URI:	https://repo.uum.edu.my/id/eprint/28500

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