Customer satisfation towards service quality in Pos Malaysia Berhad Kuching Sarawak/ Site Nuramannena Mohammad Narudin & Nur Hazimah Abdullah

Numerous kind of complaints that has been received by the customers regarding on the services available in Pos Malaysia Berhad Kuching Sarawak has influence the level of customer satisfaction. This kind of complaints regarding on the service quality of this particular organization give a great influence to the customer’s loyalty towards Pos Malaysia Berhad Kuching Sarawak. By using SERVQUAL dimensions (Parasuraman et al,. 1985) we able to identify the most dimensions that effect customer satisfaction. The study regarding on customer satisfaction towards service quality of Pos Malaysia Berhad Kuching Sarawak is to identify the most SERVQUAL dimensions that most influence customer satisfaction regarding on the services available in that post office. This report discussed those service quality dimensions such as tangible, reliability, responsiveness, assurance and empathy that are measure to identify which dimensions that need to be improve by Pos Malaysia Berhad Kuching Sarawak in order to ensure their customer satisfy with their service. A sample of 200 respondents which customers of Pos Malaysia Berhad Kuching Sarawak are been collected by distributing the questionnaires. Hence, by the cooperation that we get from our respondents we can conclude that our study show that SERVQUAL dimensions influenced customer satisfaction.