Customer satisfaction towards Poslaju National Courier Kota Kinabalu / Ernah Jumadi

Jumadi, Ernah (2006) Customer satisfaction towards Poslaju National Courier Kota Kinabalu / Ernah Jumadi. [Student Project] (Submitted)

Abstract

This project paper is the final requirement for final year students of the Bachelor of Business Administration (Hons) Marketing course. This study is mainly about a "Customer Satisfaction towards PosLaju National Courier Kota Kinabalu Sabah". The SERVQUAL concept has been used in order to measure the level of satisfaction through a set of five dimensions which consists of reliability, responsiveness, assurance, empathy and tangibility. There are 105 respondents that conduct by distributing questionnaire that involved contract customers and walk-in customers (individuals) of PosLaju National Courier and successfully returned their questionnaires. It serves three main purposes; to identify the level of customer satisfaction towards services provided by PosLaju National Courier, to identify the level of quality of services based on SERVQUAL dimensions that offered by PosLaju National Courier and to identify strategies that need to be done for improvement purposes.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Jumadi, Ernah 2004318048
Contributors:	Contribution Name Email / ID Num. Advisor Stephen, Jacqueline Koh Siew Len jacqu807@uitm.edu.my Advisor Abdul Rahman, Prof. Hilmi UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions:	Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons) Marketing
Keywords:	Customer satisfaction; Service; Service quality
Date:	2006
URI:	https://ir.uitm.edu.my/id/eprint/103361