Study about relationship between service quality orientation and customer satisfaction at UUM Parcel Centre Student UUM

• Main Authors: Abdul Rahim, Mohammad Fitri, Iteng, Rosman
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/28412/1/STMLGG%2001%2012%202020%2041-44.pdf; http://repo.uum.edu.my/28412/
• Institution: Universiti Utara Malaysia

Service quality is an assessment on how well a service being delivered in relation to customer expectation. Service quality is a focused evaluation that reflects the customer’s perception towards specific dimensions of service; namely reliability, responsiveness, assurance, empathy, and tangibles. Customer satisfaction is the key factor for these service providers in achieving better performance. Also, from the perspective of customers, service quality is a critical factor in choosing their parcel service providers. In this research, the relationship between the quality service orientation and customer satisfaction will be investigated. Moreover, this research is important due to the big role of parcel service provider in UUM’s daily activities. Thus, this research aims to investigate the satisfaction towards the service quality of parcel services among students of University Utara Malaysia. The finding can be guidelines for parcel service provider companies to improve their brands, service quality, and customer satisfaction.