Logistic service quality as factors on brand trust / Yong Azrina Ali Akbar...[et al.]

Ali Akbar, Yong Azrina and Wan Mahamad, Wan Shahrul Aziah and Roslan, Izzatul Husna and Shaik Alaudeen, Muharratul Sharifah and Setapa, Mariam (2018) Logistic service quality as factors on brand trust / Yong Azrina Ali Akbar...[et al.]. In: International Business & Management Academic Colloquium 2018. Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Kedah, p. 34. ISBN 9789670314563


Stiff competitions in the courier industry cause some of the industry players losing its customers. Customers keep switching around from one service provider to another for cheaper and better service. This trend greatly affected the industry players in the areas of market share, low sales and weak competitive positioning. It can be solved by practicing better logistic service quality in order to maintain brand trust. Eighty-eight respondents who are customers of a Singapore’s logistic company in Malaysia have been selected on the basis of convenience sampling to answer the questionnaire. The collected data was analyze by using SMART PLS. Finding shows that only three from four dimensions of logistic service quality which are timeliness, information quality and personnel contact quality influences brand trust. Meanwhile order accuracy does not affect brand trust. Thus, industry players in courier industry should focus on these elements to survive in the future.


Item Type: Book Section
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Ali Akbar, Yong Azrina
Wan Mahamad, Wan Shahrul Aziah
Roslan, Izzatul Husna
Shaik Alaudeen, Muharratul Sharifah
Setapa, Mariam
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Faculty of Business and Management
Page Range: p. 34
Keywords: brand trust, logistic service quality, timeliness, information quality, order accuracy and personnel contact quality.
Date: 2018
URI: https://ir.uitm.edu.my/id/eprint/36762
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