Customer satisfaction towards Poslaju National Courier Kota Kinabalu / Ernah Jumadi

• Main Author: Jumadi, Ernah
• Format: Student Project
• Language: English
• Published: 2006
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/103361/1/103361.pdf; https://ir.uitm.edu.my/id/eprint/103361/

This project paper is the final requirement for final year students of the Bachelor of Business Administration (Hons) Marketing course. This study is mainly about a "Customer Satisfaction towards PosLaju National Courier Kota Kinabalu Sabah". The SERVQUAL concept has been used in order to measure the level of satisfaction through a set of five dimensions which consists of reliability, responsiveness, assurance, empathy and tangibility. There are 105 respondents that conduct by distributing questionnaire that involved contract customers and walk-in customers (individuals) of PosLaju National Courier and successfully returned their questionnaires. It serves three main purposes; to identify the level of customer satisfaction towards services provided by PosLaju National Courier, to identify the level of quality of services based on SERVQUAL dimensions that offered by PosLaju National Courier and to identify strategies that need to be done for improvement purposes.