Customer Satisfaction on Services offered by Pos Laju Sungai Merah, Sibu, Sarawak / Aja Langgit

Langgit, Aja (2015) Customer Satisfaction on Services offered by Pos Laju Sungai Merah, Sibu, Sarawak / Aja Langgit. Degree thesis, Universiti Teknologi MARA Sarawak,Kampus Samarahan.


This research was to determine and analyse the service quality and customer satisfaction toward the Pos Laju. This research was to identify and assess the customer perception and overall satisfaction level of customer toward the service offered by Pos Laju, Sibu. The study was used a questionnaire to gain the result related to customer satisfaction. 400 of questionnaires were estimated but only 350 of questionnaires have been collected to analyze which to determine the result. SPSS programme (Statistical
Software Package) was used to identify and test the research objective in the research. The findings indicate the Reliability dimension is the most important dimension followed by tangible, empathy and responsiveness, while assurance is found out least significant to the customer in Pos Laju, Sibu, Sarawak. In addition, customer satisfaction was found that low relationship between theory of SERVQUAL model toward customer satisfaction. Generally the study implies the Pos Laju should take workable measures to improve upon their services quality in specific areas. It is recommended that further research should assess and analyse customer satisfaction with specific services across Pos Laju in Sibu, Sarawak.


Item Type: Thesis (Degree)
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Langgit, Aja
Subjects: H Social Sciences > HA Statistics > Theory and method of social science statistics > Data processing. Including SPSS
H Social Sciences > HE Transportation and Communications > Postal service. Stamps. Philately
H Social Sciences > HE Transportation and Communications > Messenger service
H Social Sciences > HF Commerce > Business societies
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme: Bachelor of Marketing
Keywords: Customer Satisfaction, Services quality, SERVQUAL Model, Faculty of Business Management, UiTM
Date: June 2015
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