Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
Logistics in Iskandar Malaysia has been one of the identified growth nodes and has been contributing high revenue through wholesale and retail trade (42.2%) and transport and related (12.7%). The main objectives of this study are to identify the necessary service quality dimensions that customers...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/772/1/24p%20NOR%20ATIQAH%20AIMA%20ROSLAN.pdf http://eprints.uthm.edu.my/772/2/NOR%20ATIQAH%20AIMA%20ROSLAN%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/772/3/NOR%20ATIQAH%20AIMA%20ROSLAN%20WATERMARK.pdf |
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| Summary: | Logistics in Iskandar Malaysia has been one of the identified growth nodes and has
been contributing high revenue through wholesale and retail trade (42.2%) and
transport and related (12.7%). The main objectives of this study are to identify the
necessary service quality dimensions that customers expect from the logistics service
providers, to identify the gaps between customers’ satisfaction and desire, and to
explore knowledge, skills and abilities (KSAs) required for employees of logistics
service providers to provide excellent services. Hence, this study is aimed to examine
the service quality provided by third party logistics in Iskandar Malaysia. The scopes
of this study are the customers from three pillars of Iskandar Malaysia that outsource
their logistics activities, and human resource representatives from third party
logistics service providers. This study used both quantitative and qualitative
methods. The sampling method used for quantitative is quota sampling. The data
obtained answered all three objectives of this study. There are six dimensions of
service quality which they are tangible, reliability, responsiveness, assurance,
empathy and service cost identified that are perceived to be necessary in third party
logistics’ service. There are positive gaps for all six dimensions of service quality
between the expectation of the customersbefore receiving the services and the
perception of the customers after they receive the services. Lastly, there are 7
variables identified to be under knowledge factor, 12 variables for skills factor, 9
variables for abilities factor and 4 variables for other factors that are required for
employees of logistics services. The findings are expected to help third party
logistics service providers to enhance their service quality in order to ensure the
satisfaction of their customers. |
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