The relationships between service quality and customer satisfaction of a courier service provider: towards more focus approach / Hartini Zuhaila Jamal, Faliza Mahamed Ali and Roseazrina Azmi

The relationships between service quality and customer satisfaction of a courier service provider: towards more focus approach / Hartini Zuhaila Jamal, Faliza Mahamed Ali and Roseazrina Azmi

The purpose of this paper is to identify the relationship between reliability, responsiveness, empathy, assurance and tangible towards customer satisfaction in one of the courier service provider in Shah Alam, Selangor. The methodology is based on customer satisfaction models with SERVQUAL survey in...

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Bibliographic Details
Main Authors: Jamal, Hartini Zuhaila, Mahamed Ali, Faliza, Azmi, Roseazrina
Format: Article
Language:English
Published: Universiti Teknologi MARA, Cawangan Melaka 2018
Subjects:
Total quality management. Benchmarking
Service industries
Consumer satisfaction
Online Access:http://ir.uitm.edu.my/id/eprint/29994/1/29994.pdf
http://ir.uitm.edu.my/id/eprint/29994/
http://publication.melaka.uitm.edu.my/index.php/ajobss/article/view/13
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Institution: Universiti Teknologi Mara
Language: English

Internet

http://ir.uitm.edu.my/id/eprint/29994/1/29994.pdf
http://ir.uitm.edu.my/id/eprint/29994/
http://publication.melaka.uitm.edu.my/index.php/ajobss/article/view/13

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