The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service

The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service

Customer satisfaction refers to an important and critical issue in various industries and this research focus on the courier service industry. Improving customer satisfaction in the Poslaju courier service the service quality and price fairness are important predictors to determine customer satisfac...

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Main Author: Halimi, Mimi Juliyana
Format: Thesis
Language:eng
eng
Published: 2019
Subjects:
HD28-70 Management
Industrial Management
Online Access:https://etd.uum.edu.my/7948/1/s823601_1.pdf
https://etd.uum.edu.my/7948/2/s823601-2.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic HD28-70 Management
Industrial Management
spellingShingle HD28-70 Management
Industrial Management
Halimi, Mimi Juliyana
The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
description Customer satisfaction refers to an important and critical issue in various industries and this research focus on the courier service industry. Improving customer satisfaction in the Poslaju courier service the service quality and price fairness are important predictors to determine customer satisfaction. Although the increasing number of customers consumes the Poslaju courier service, it is very important to understand customer needs and wants to create long term relationships. The aim of this study to determine the relationship between service quality and price fairness on customer satisfaction in the Poslaju courier service. This study applies the quantitative research method to measure the five dimensions of service quality including tangibles, reliability, responsiveness, assurance, and empathy. Then, price fairness also the factors on customer satisfaction. The sampling technique used is a clustered sampling technique. The questionnaire is distributed to the customer in the Poslaju courier service located at Kubang Pasu district. There are 334 respondents involved in this study. The data analysis is run by using SPSS version 25. The findings of multiple regression analysis reveal the result of the tangibles, reliability, responsiveness, assurance, and empathy as well as price fairness are significant toward customer satisfaction in the Poslaju courier service. Moreover, the assurance and price fairness variables are highly significant in customer satisfaction in this study.
format Thesis
qualification_name masters
qualification_level Master's degree
author Halimi, Mimi Juliyana
author_facet Halimi, Mimi Juliyana
author_sort Halimi, Mimi Juliyana
title The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
title_short The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
title_full The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
title_fullStr The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
title_full_unstemmed The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service
title_sort influence of service quality and price fairness on customer satisfaction toward poslaju courier service
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2019
url https://etd.uum.edu.my/7948/1/s823601_1.pdf
https://etd.uum.edu.my/7948/2/s823601-2.pdf
_version_ 1747828294734053376
spelling my-uum-etd.79482022-08-08T04:45:45Z The influence of service quality and price fairness on customer satisfaction toward Poslaju courier service 2019 Halimi, Mimi Juliyana Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management Customer satisfaction refers to an important and critical issue in various industries and this research focus on the courier service industry. Improving customer satisfaction in the Poslaju courier service the service quality and price fairness are important predictors to determine customer satisfaction. Although the increasing number of customers consumes the Poslaju courier service, it is very important to understand customer needs and wants to create long term relationships. The aim of this study to determine the relationship between service quality and price fairness on customer satisfaction in the Poslaju courier service. This study applies the quantitative research method to measure the five dimensions of service quality including tangibles, reliability, responsiveness, assurance, and empathy. Then, price fairness also the factors on customer satisfaction. The sampling technique used is a clustered sampling technique. The questionnaire is distributed to the customer in the Poslaju courier service located at Kubang Pasu district. There are 334 respondents involved in this study. The data analysis is run by using SPSS version 25. The findings of multiple regression analysis reveal the result of the tangibles, reliability, responsiveness, assurance, and empathy as well as price fairness are significant toward customer satisfaction in the Poslaju courier service. 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