UUM Parcel Center Service: an analysis among STML student

• Main Authors: Rosdi, Muhamad Firdaus, Omar, Salmah
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/28466/1/STMLGG%2002%2019%202020%2046-47.pdf; http://repo.uum.edu.my/28466/

Services quality and customer satisfaction are very conceptual that help companies or any business especially parcel services to remain competitive. Services quality (SERVQUAL MODEL) is among the most crucial determination for customer satisfaction in the parcel service industry. It consists of tangibility, responsiveness, assurance, empathy, and responsiveness. This model greatly affects customer satisfaction. This study discusses the STML student’s satisfaction towards UUM Parcel Center (UPC) services quality. The purpose of this study is finding out the level of student’s knowledge about UPC, level of quality provided by UPC and student satisfaction with services offered by UPC. Through this study, UPC can provide better services to students as their customers.