Dimensions Of Service Quality In Enhancing Supply Chain Management For Courier Service Industry In Malaysia

Nurkhairunnisa, Rafizi (2013) Dimensions Of Service Quality In Enhancing Supply Chain Management For Courier Service Industry In Malaysia. Project Report. UTeM, Melaka. (Submitted)

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Abstract

Too many ideas and brainpowers been used to enhance the supply chain management in the organization. It is important to construct a good supply chain for the purpose of creating better process in the organization. Although innovation can enable the company to achieve higher profit margins, the very newness of innovative products makes demand on them unpredictable (Fisher, 1997). It shows that even innovation seems to be the best solution for almost every organization to stay competitive in the market; it is not always the best way to sustain them because demand is very fluctuates over time. Therefore, enhancing supply chain in the organization is one of the best methods to apply. On the other hand, for courier service industry, the dimensions in service quality (SERVQUAL) seem to enhance the management of supply chain. In Malaysia specifically, courier service is one of the largest service sector that need to possess great supply chain management. Nevertheless, one of the ways to ensure the enhancement of supply chain is be able to design a better service quality to the customers. This study used the survey research strategy to identify which dimensions of service quality that can enhance the supply chain management the best in the organization. The study was conducted in few courier companies in Malaysia and the data was collected from over 100 respondents from different organizations. It was found that, there are five dimensions of service quality lead to the enhancement of supply chain management. Among those five, one strong and solid dimension was identified as the most influence dimension of enhancing supply chain and it had been studied well in this report. As a conclusion, each courier service company in Malaysia needs to identify and apply the best dimension of service quality to enhance and improve its management of supply chain for the overall organization process.

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