A study on customer’s satisfaction towards the quality of mail services (Post Express, Poslaju & Registered Post) in the Main Post Office, Pos Malaysia, Malacca

Post Office, Pos Malaysia, Malacca is one of Pos Malaysia Berhad district branches in Malacca. It has been established in Malacca on 1st Jun 1992. It has service that been one of the well-known outlets of postal services to the residents of Malacca area. This research, which studies the customer’s satisfaction, could give some idea to Post Office, Pos Malaysia, Malacca regarding its external customers management. The aim of this study is to find out how far Pos Office, Pos Malaysia, Malacca customers are satisfied with the mail services available that are provided in Post Office, Pos Malaysia, Malacca. Several factors are related such as mail services provided, the problem that occur when using the post express, PosLaju and registered post services, the staff management in doing the task given, efficiency and effectiveness, timeliness etc. a little bit could influence the quality, productivity performance of the mail services given by the Post Office, Pos Malaysia, Malacca. Literature review is conducted to obtain the information and overview regarding to the quality mail services provided in Post Office, Pos Malaysia, Malacca. The research paper outlines the interpretations of data and findings analysis, which are based on the questionnaires and interview conducted. Convenience and judgment sampling has been utilized with 60 respondents as the sample size. A self- administered questionnaire was used as the survey instruments besides interview as the sources of primary data. By using the SPSS, results are analyzed and besides that, conclusions and recommendations have been made according to the results from the findings. Finally, researcher also has included the suggestion and comment from the respondents and from the point of view through the observation as a step to improve the mail service quality in the Post Office, Pos Malaysia, Malacca.