Determinants factors of service quality in a courier service
This study embarked on an in-depth exploration into the influence of service quality dimensions on the efficacy of service quality at Ninja Van UUM (NVU), directly addressing the persistent service quality challenges and evolving customer expectations outlined in the problem statement. Adopting a de...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2024
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| Online Access: | https://etd.uum.edu.my/11327/1/depositpermission.pdf https://etd.uum.edu.my/11327/2/s831634_01.pdf |
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| Summary: | This study embarked on an in-depth exploration into the influence of service quality dimensions on the efficacy of service quality at Ninja Van UUM (NVU), directly addressing the persistent service quality challenges and evolving customer expectations outlined in the problem statement. Adopting a descriptive research design, the investigation scrutinized the impacts of timeliness, order accuracy, price fairness, information quality, and personnel quality on customer perceptions of service quality. Amidst the burgeoning e-commerce landscape and the essential role of courier services in the modern supply chain, this research highlights NVU's efforts to meet these critical customer service expectations. A comprehensive survey, garnering 141 valid responses, provided a robust empirical foundation for the study. Analysis, conducted using SPSS v27, applied both descriptive and inferential statistical techniques to unearth significant insights. The findings underscored that timeliness, information quality, and personnel quality significantly and positively influence service quality, emphasizing their essential role in enhancing customer satisfaction. In contrast, order accuracy and price fairness did not emerge as significant influencers, revealing a complex perception landscape among NVU’s customers. This research enriches the corpus of knowledge on service quality, offering nuanced insights and practical recommendations for courier services, particularly NVU. It identifies strategic areas for operational improvement to elevate customer satisfaction and service efficiency, thereby enhancing overall service quality in the competitive courier service arena. By delving into the factors impacting service quality, this study illuminates key areas for development and strategic focus, aiming to foster a culture of excellence and the service quality at Ninja Van UUM |
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