The Relationship and Impact of Services Quality Towards Green Logistics

• Main Author: Danish, Maria Nesan
• Format: Thesis
• Language: English; English
• Published: 2024
• Subjects: HD58.9 Organizational Effectiveness.
• Online Access: https://etd.uum.edu.my/11365/1/depositpermission-s826459.pdf; https://etd.uum.edu.my/11365/2/s826459_01.pdf; https://etd.uum.edu.my/11365/

Green Logistics and services quality aim to increase the understanding of knowledge, exposure and customer satisfaction among the logistics company. Recently there are several problems related to customer dissatisfaction towards green logistics represent a major global concern. The purpose of this paper is to evaluate the customer satisfaction towards green logistics in Kedah and Penang. In this study there were several factor have identified that contribute the dissatisfaction of services that provided from the logistics company to their customer. Therefore, in this study focused on those variables in framework related to the customer satisfaction towards green logistics. There are several factors that contribute to this problem which is produce huge carbon monoxide, waste item which are not used to reuse, failure to adopt and implement the green packing. In this study, quantitative method study was used for collecting data. The population in this study consists of the logistics company and the sample size in this study consists 150 logistics company operators in Kedah and Penang. For data collection in this research was designed a questionnaire by using online Google form with five-point of Likert scale. The Statistical Package for The Social Sciences (SPSS) version 25 were used to run a data. Findings show there is a significant relationship between the logistics company service and customer satisfaction, which is tangible, reliability, responsiveness, empathy and value added and the findings of this study will help the logistics company or organization to improve their service provided to the customer in achieving the customer satisfaction. Besides that, the study also suggested some recommendations which considered would help achieve the goal and improve the level of customer satisfaction towards green logistics.