Investigating Relationship Between Service Quality and Customers Satisfaction on Courier Services in Malaysia
Abstract
In the courier services industry, one of the important factors contributing to customer satisfaction is the quality of services provided. Customers become more alert and demanding, thus causing courier companies to focus more on the best service quality they can offer. Therefore, this study aims to determine the service quality factors that have the most significant influence on customer satisfaction in the courier services industry. This study was conducted through a questionnaire with 949 respondents in Selangor. The dependent and independent variables were measured with the 5-point Likert scale. The Logistics Service Quality Model (LSQ) is used to measure customer satisfaction. The independent variables used in determining the most relevant aspects in delivering service quality to achieve customer satisfaction is the LSQ model which consists of Timeliness, Accuracy/condition of orders, Quality of information, Availability of services, and Quality of contact personnel. Data were analyzed by using correlation and multiple linear regression analyses. As a result, multiple regression analyses revealed that the Timeliness variable had a significant impact on the level of customer satisfaction. Correlation analysis showed that there was strong positive and significant relationships between all dimensions of Logistics Service Quality (LSQ) and customers satisfaction. The findings of this study can be used by courier companies to improve their services especially in terms of Timeliness.
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