Tuan Kamarudin, Tuan Nur Alya Anisah (2025) Relationship between service quality and customer satisfaction towards Pos Malaysia in Melaka Tengah district. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)
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Abstract
As online shopping and e-commerce become more popular, parcel and service delivery companies such as Pos Malaysia are also expanding. Pos Malaysia is a Malaysian courier firm that provides a variety of services, including parcel and letter transportation, communication, financial services, and supply chain management. Nowadays, the postal and courier industry is increasing rapidly. However, customers, on the other hand, frequently report dissatisfaction with Pos Malaysia services. The purpose of this study was to analyse customer satisfaction with Pos Malaysia's service quality. A quantitative research design was applied, with 150 Pos Malaysia customers selected using a convenience sampling technique. The SERVQUAL approach was used in the study to analyse aspects such as reliability, responsiveness, security and safety, and communication. The data was analysed using the Statistical Package for the Social Sciences (SPSS) software, which included both descriptive and correlation analyses.
| Item Type: | Final Year Project (Project Report) |
|---|---|
| Uncontrolled Keywords: | SERVQUAL, Quality service, Customer satisfaction, Courier, Pos Malaysia |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce |
| Divisions: | Library > Final Year Project > FPTT |
| Depositing User: | Sabariah Ismail |
| Date Deposited: | 23 Jun 2025 07:07 |
| Last Modified: | 23 Jun 2025 07:07 |
| URI: | http://digitalcollection.utem.edu.my/id/eprint/36069 |
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