An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies

An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies

An Impact of service quality (i.e. tangibles, reliability, assurance, empathy and responsiveness) towards customer satisfaction in Pos Malaysia with the mediating role of self-service technologies has been well recognized. To contribute knowledge to this underexplored postal service area, a study, b...

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Main Author: Tan, Siew Fang
Format: Thesis
Language:English
Published: 2014
Subjects:
HF5001-6182 Business
Online Access:http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf
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id my-usm-ep.44483
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spelling my-usm-ep.444832019-05-31T02:02:25Z An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies 2014 Tan, Siew Fang HF5001-6182 Business An Impact of service quality (i.e. tangibles, reliability, assurance, empathy and responsiveness) towards customer satisfaction in Pos Malaysia with the mediating role of self-service technologies has been well recognized. To contribute knowledge to this underexplored postal service area, a study, based on the gap theory and diffusion of innovation theory approach, was conducted on this Pos Malaysia research. A self-administered questionnaire was designed to establish the scales. The research mainly focused on the state of Perlis, Kedah, Penang and northern area of Perak, the northern region of Malaysia. 2014 Thesis http://eprints.usm.my/44483/ http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Siswazah Perniagaan
institution Universiti Sains Malaysia
collection USM Institutional Repository
language English
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Tan, Siew Fang
An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
description An Impact of service quality (i.e. tangibles, reliability, assurance, empathy and responsiveness) towards customer satisfaction in Pos Malaysia with the mediating role of self-service technologies has been well recognized. To contribute knowledge to this underexplored postal service area, a study, based on the gap theory and diffusion of innovation theory approach, was conducted on this Pos Malaysia research. A self-administered questionnaire was designed to establish the scales. The research mainly focused on the state of Perlis, Kedah, Penang and northern area of Perak, the northern region of Malaysia.
format Thesis
qualification_level Master's degree
author Tan, Siew Fang
author_facet Tan, Siew Fang
author_sort Tan, Siew Fang
title An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
title_short An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
title_full An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
title_fullStr An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
title_full_unstemmed An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
title_sort impact of service quality towards customer satisfaction in pos malaysia: the mediating role of self-service technologies
granting_institution Universiti Sains Malaysia
granting_department Pusat Pengajian Siswazah Perniagaan
publishDate 2014
url http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf
_version_ 1747821379437199360

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