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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Main Author:	Roslan, Nor Atiqah Aima
Format:	Thesis
Language:	English English English
Published:	2016
Subjects:	HF5001-6182 Business
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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id	my-uthm-ep.772
record_format	uketd_dc
spelling	my-uthm-ep.7722021-08-30T07:53:39Z Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia 2016-12 Roslan, Nor Atiqah Aima HF5001-6182 Business HF5410-5417.5 Marketing. Distribution of products 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. 2016-12 Thesis http://eprints.uthm.edu.my/772/ http://eprints.uthm.edu.my/772/1/24p%20NOR%20ATIQAH%20AIMA%20ROSLAN.pdf text en public http://eprints.uthm.edu.my/772/2/NOR%20ATIQAH%20AIMA%20ROSLAN%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/772/3/NOR%20ATIQAH%20AIMA%20ROSLAN%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Onn Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	HF5001-6182 Business HF5001-6182 Business
spellingShingle	HF5001-6182 Business HF5001-6182 Business Roslan, Nor Atiqah Aima Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
description	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.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Roslan, Nor Atiqah Aima
author_facet	Roslan, Nor Atiqah Aima
author_sort	Roslan, Nor Atiqah Aima
title	Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
title_short	Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
title_full	Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
title_fullStr	Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
title_full_unstemmed	Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia
title_sort	service quality through employee knowledge, skills and abilities (ksas): a study among third party logistics in iskandar malaysia
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2016
url	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
_version_	1747830678255304704

Service quality through employee Knowledge, Skills and Abilities (KSAs): a study among third party logistics in Iskandar Malaysia

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