TY  - JOUR
T1  - FACTORS AFFECTING THE LEVEL OF CUSTOMER SERVICE SATISFACTION TOWARDS THE COURIER SERVICE MANAGEMEnT QUALITY AT JOHOR BAHRU
TT  - FACTORS AFFECTING THE LEVEL OF CUSTOMER SERVICE SATISFACTION TOWARDS THE COURIER SERVICE MANAGEMEnT QUALITY AT JOHOR BAHRU
AU  - Yaacob, Nur Asyhikin
AU  - Yaacob, Teh Zaharah Binti
PY  - 2022
DA  - June
JF  - Scientific Journal of Innovation and Social Sciences Research
JO  - SJISSR
PB  - Akademik Çalışmalar Derneği
WT  - DergiPark
SN  - 2822-3314
SP  - 27
EP  - 44
VL  - 2
IS  - 1
LA  - en
AB  - The purpose of this study is to assessed the level of customer service satisfaction towards the courier service management in Johor Bahru. This research also to evaluate the relationship between courier service quality and customer satisfaction in courier service management, as well as to determine the factors that influencing the level of customer satisfaction towards the courier service management in terms of service quality. In this research, customer satisfaction were determined through their own experience, customer service satisfaction, and service quality provided by the courier company. An online survey were distributed through the google form to the respondents and analysed by using SPSS software. The finding shows there were a significant relationship between customer satisfaction and courier service quality from the courier service management. The result also discovered the leve lof the customer satisfaction and the factors that influence the level of customer satisfaction toward the courier service managemnet quality. Therefore, this study had provided recommendation for improving courier service management through customer experience in terms of service efficiency.
KW  - Customer Satisfaction
KW  - Quality Management
KW  - Courier Service
KW  - Service Quality
1
N2  - The purpose of this study is to assessed the level of customer service satisfaction towards the courier service management in Johor Bahru. This research also to evaluate the relationship between courier service quality and customer satisfaction in courier service management, as well as to determine the factors that influencing the level of customer satisfaction towards the courier service management in terms of service quality. In this research, customer satisfaction were determined through their own experience, customer service satisfaction, and service quality provided by the courier company. An online survey were distributed through the google form to the respondents and analysed by using SPSS software. The finding shows there were a significant relationship between customer satisfaction and courier service quality from the courier service management. The result also discovered the leve lof the customer satisfaction and the factors that influence the level of customer satisfaction toward the courier service managemnet quality. Therefore, this study had provided recommendation for improving courier service management through customer experience in terms of service efficiency.
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CR  - Alnsour, M. S., Tayeh, B. A., & Alzyadat, M. A. (2014). Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector. International Journal of Commerce and Management, 24(3), 209-218. doi:10.1108/IJCoMA-03-2012-0021
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CR  - Bin, A. K., Zaki, A., Bin, M., Lasi, M. A., Kamarul, A., & Bin, I. (2020). The effect of service quality on customer satisfaction towards loyalty and happiness in shared service company: A study on global business service hub in Malaysi. International Journal of Advanced Research, 8(9), 311-320. doi:10.21474/IJAR01/11662
CR  - Borges, W. G., Imm, N. S., Cheong, C. B., Chai, L. T., Derek, O., Devika, N., . . . Mamat, M. N. (2020). Business Research Methods Second Edition. SJ Learning.
CR  - Correa, C., Alarcon, D., & Cepeda, I. (2021). “I am Delighted!”: The effect of perceived customer value on repurchase and Advocacy intention in B2B express delivery services. Sustainability, 13(11), 1-19. doi:10.3390/su13116013
CR  - Daniel, C. N., & Berinyuy, L. P. (2010). Using the SERVQUAL Model to Assess Service Quality and Customer Satisfaction. Master thesis Umeå School of Business.
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UR  - https://dergipark.org.tr/tr/pub/sjissr/issue//1490467
L1  - https://dergipark.org.tr/tr/download/article-file/3958245
ER  -