Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific
The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies si...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2012
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/8447/1/p1595.pdf http://repo.uum.edu.my/8447/ http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423 |
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| Institution: | Universiti Utara Malaysia |
| Language: | English |
| Summary: | The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies significantly improve the customer satisfaction as a key benefits of logistics service quality.The company has find out the causes that affect the quality of the services to have a sustainable business. This paper will discuss about the DHL service performance by interview with the DHL Alor Star branch and reviewing the literature as a secondary resource. |
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