The impact of logistics service quality (LSQ) level on customer satisfaction in Malaysia

Ng, Pui Chin (2025) The impact of logistics service quality (LSQ) level on customer satisfaction in Malaysia. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

Preview

Text (Full Text) The impact of logistics service quality (LSQ) level on customer satisfaction in Malaysia.pdf - Submitted Version Download (1MB) | Preview

Abstract

The purpose of this research is to determine the relationship between the logistics service quality (LSQ) and customer satisfaction (CS) in Malaysia in terms of several LSQ dimensions such as timeliness, order condition, contact personnel's quality and information sharing's quality. Research is done on delivery time inconsistencies, bad condition of the goods during transport, poor exchange of information accuracy and timeliness, and professionalism and customer service capabilities of logistics employees. The impact of these elements on customer satisfaction is studied using a positivistic research strategy. The results in these studies indicate positive correlations between the LSQ components and customer satisfaction, suggesting that service quality is an area where logistics providers need to concentrate in order to remain competitive. Other acquisitions are for routing technology, efficient packaging, efficient information systems, and staff training. This study provides some information about the situation of logistics services in Malaysia and suggestions for local logistics companies and policymakers to enhance the quality of service and customer satisfaction.

Actions (login required)

View Item