Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan

• Main Authors: Chia Wei Yit, Noor Syafiqah Sharuddin, Nor Hasliza Said, Nurul Izzah Mansor, Vik Nai Cham Dong
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13365/1/SAL%2033.pdf; http://discol.umk.edu.my/id/eprint/13365/

The purpose of this study is to assess the level of customer service satisfaction towards the courier service among students at the University of Malaysia Kelantan. This research also evaluates the level of customer satisfaction toward courier services, as well as determines the factors that influence the level of customer satisfaction towards the courier service among students at UMK. In this research, customer satisfaction was determined through their own experience, customer service satisfaction, and service quality provided by the courier company. An online survey was distributed through Google Forms to the respondents and analysed by using SPSS software. The finding shows there was a significant relationship between the level of customer satisfaction and the factor affecting customer satisfaction which are price, time of delivery, safety and responsiveness toward courier services. All hypotheses were tested, and none of the hypotheses will be rejected since all independent variables demonstrate a significant relationship with the variables influencing university students' levels of customer satisfaction in Kelantan, Malaysia. Therefore, this study provided recommendations for improving courier service management through customer experience in terms of service efficiency.