Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan
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 influen...
Saved in:
Main Authors: | , , , , |
---|---|
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/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.umk.eprints.13365 |
---|---|
record_format |
eprints |
spelling |
my.umk.eprints.133652023-06-12T03:46:16Z http://discol.umk.edu.my/id/eprint/13365/ Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan Chia Wei Yit Noor Syafiqah Sharuddin Nor Hasliza Said Nurul Izzah Mansor Vik Nai Cham Dong 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. 2023-01-24 Undergraduate Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/13365/1/SAL%2033.pdf Chia Wei Yit and Noor Syafiqah Sharuddin and Nor Hasliza Said and Nurul Izzah Mansor and Vik Nai Cham Dong (2023) Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan. Final Year Project thesis, Universiti Malaysia Kelantan. (Submitted) |
institution |
Universiti Malaysia Kelantan |
building |
Perpustakaan Universiti Malaysia Kelantan |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
Universiti Malaysia Kelantan |
content_source |
UMK Institutional Repository |
url_provider |
http://umkeprints.umk.edu.my/ |
language |
English |
description |
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. |
format |
Undergraduate Final Project Report |
author |
Chia Wei Yit Noor Syafiqah Sharuddin Nor Hasliza Said Nurul Izzah Mansor Vik Nai Cham Dong |
spellingShingle |
Chia Wei Yit Noor Syafiqah Sharuddin Nor Hasliza Said Nurul Izzah Mansor Vik Nai Cham Dong Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
author_facet |
Chia Wei Yit Noor Syafiqah Sharuddin Nor Hasliza Said Nurul Izzah Mansor Vik Nai Cham Dong |
author_sort |
Chia Wei Yit |
title |
Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
title_short |
Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
title_full |
Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
title_fullStr |
Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
title_full_unstemmed |
Factors affecting the level of customer satisfaction towards courier services among students at University Malaysia Kelantan |
title_sort |
factors affecting the level of customer satisfaction towards courier services among students at university malaysia kelantan |
publishDate |
2023 |
url |
http://discol.umk.edu.my/id/eprint/13365/1/SAL%2033.pdf http://discol.umk.edu.my/id/eprint/13365/ |
_version_ |
1769848727830265856 |
score |
13.18916 |