Service quality measurement towards customer satisfaction - Deutsche Post (DHL) in Asia Pacific

• Main Authors: Poh, Cecilia Shiow Huei, Razalli, Mohd Rizal
• Format: Conference or Workshop Item
• Language: English
• Published: 2012
• Subjects: HE Transportation and Communications
• Online Access: http://repo.uum.edu.my/8447/1/p1595.pdf; http://repo.uum.edu.my/8447/; http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423

The purpose of this paper is to analyze the factors that contribute to service quality which are timeliness, condition/ accuracy of order, and quality of information towards a greater customer satisfaction.in DHL’.With the 38% dominant the Asia Pacific express market, DHL has a need to identifies significantly improve the customer satisfaction as a key benefits of logistics service quality.The company has find out the causes that affect the quality of the services to have a sustainable business. This paper will discuss about the DHL service performance by interview with the DHL Alor Star branch and reviewing the literature as a secondary resource.