Quality of Pos Malaysia Berhad’s delivery services / Mohamad Ali Mat

In delivering services, customers may need 3 things, which are reliability, promptness and courtesy and these very basic elements of customers that make it more important for customer-service to be effective. This study attempts to generate information and opinion as well as attitude of customers towards the prospect and quality of the delivery services provided by PMB delivery services. The delivery services are regarded as part and parcel of the services that the customers normally consider as poor. The speed of processing delivery, reliability, promptness and courtesy of staff do greatly affect the level of satisfaction of customers. My article will be aimed at breaking a new ground to keep informed relative decision-makers of Pos Malaysia Berhad’s management, other general leaders and supervisors as well, to come up with new tradition and to improve the working system and culture of the delivery staff. This study will also strive to meet the need for accuracy or at least approximate the useful information in placing Pos Malaysia Berhad perspective contributions and capabilities to assist overall potential developments and progressive improvements so as to achieve the clearly laid objectives, goals, missions and strategies of Pos Malaysia Berhad in future.