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

• 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
• Institution: Universiti Teknologi Mara

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...