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...

Full description

Saved in:

Bibliographic Details
Main Author:	Awadh Faisal, Abdulatef Ali
Format:	Thesis
Language:	eng eng
Published:	2024
Subjects:	HD58.9 Organizational Effectiveness.
Online Access:	https://etd.uum.edu.my/11327/1/depositpermission.pdf https://etd.uum.edu.my/11327/2/s831634_01.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.11327
record_format	uketd_dc
spelling	my-uum-etd.113272024-10-06T16:14:32Z Determinants factors of service quality in a courier service 2024 Awadh Faisal, Abdulatef Ali Razalli, Mohd Rizal College of Business (COB) collage of Business HD58.9 Organizational Effectiveness. 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 2024 Thesis https://etd.uum.edu.my/11327/ https://etd.uum.edu.my/11327/1/depositpermission.pdf text eng staffonly https://etd.uum.edu.my/11327/2/s831634_01.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Razalli, Mohd Rizal
topic	HD58.9 Organizational Effectiveness.
spellingShingle	HD58.9 Organizational Effectiveness. Awadh Faisal, Abdulatef Ali Determinants factors of service quality in a courier service
description	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
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Awadh Faisal, Abdulatef Ali
author_facet	Awadh Faisal, Abdulatef Ali
author_sort	Awadh Faisal, Abdulatef Ali
title	Determinants factors of service quality in a courier service
title_short	Determinants factors of service quality in a courier service
title_full	Determinants factors of service quality in a courier service
title_fullStr	Determinants factors of service quality in a courier service
title_full_unstemmed	Determinants factors of service quality in a courier service
title_sort	determinants factors of service quality in a courier service
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2024
url	https://etd.uum.edu.my/11327/1/depositpermission.pdf https://etd.uum.edu.my/11327/2/s831634_01.pdf
_version_	1813495767819616256

Determinants factors of service quality in a courier service

Similar Items