Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service
AbstractProviding great quality service is essential for a sustainable competitive advantage in today’s aggressive business environment. Organization’s success could positively influence by customer satisfaction. This study tried to examine the relationship between service quality elements towards customer satisfaction. Modified SERVQUAL model by Parasuraman et al. has been used to measure the four service quality dimensions. Data collection in this research was used quantitative method. Self-administered questionnaire focusses on customers of Pos Malaysia in Kuala Terengganu. Convenience sample of 322 Pos Malaysia customers were collected. Pearson correlation analysis reveals that all four service quality elements were positively associated with customer satisfaction with moderate correlation. Responsiveness and reliability were discovered to influenced customer satisfaction most compared to other elements. Therefore, this finding suggests that service industries particularly postal services should cultivate the key service quality elements thoroughly in order to enhance customers’ satisfaction without overlooking the remaining dimension.
Arora and Arora (2015). The Impact of Service Quality in Postal Services: The Mediating Role of Self-Service Technology; Int. J. Services and Operations Management, Vol. 33, No. 3, 2019.
Arsanam, P., and Yousapronpaiboon, K. (2014). The relationship between service quality
and customer satisfaction of pharmacy departments in public hospitals. International Journal of Innovation, Management and Technology, 5(4), 261.
C.N. Krishna Naik, Swapna Bhargavi Gantasala , Gantasala V. Prabhakar (2010) .Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing ,European Journal of Social Sciences – Volume 16, Number 2 ,239.
Dahari, Abduh, & Fam, (2015); Analyzing the effect of service quality on customer satisfaction of Islamic banking in west Java province, Indonesia; Management Science Letters 9 ;2347–2356.
El Saghier, N., and Nathan, D. (2013, April). Service quality dimensions and customers’ satisfactions of banks in Egypt. In Proceedings of 20th International Business Research Conference (Vol. 13
Izogo, E. E., and Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Janahi, M.A. and Al-Mubarak, M.M.S. (2017). "The impact of customer service quality on customer satisfaction in Islamic banking", Journal of Islamic Marketing, Vol. 8 Issue: 4, pp. 595-604, https://doi.org/10.1108/JIMA-07-2015-0049.
Jayaraman, M., Shankar, C. and Hor, W.M. (2011)., " Service Quality
Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia," International Journal of Innovation, Management and Technology vol. 1, no. 4, pp. 398- 404
Joshi, P. and Chadha, S.K. (2016). ‘Measuring service quality perception of students in business schools’, International Journal of Services and Operations Management, Vol. 25, No. 4, pp.479–507.
Kant and Jaiswal (2017). The Impact of Umrah Service Quality on Customer Satisfaction Towards Umrah Travel Agents in Malaysia; Management Science Letters 9 ;1763–1772.
Khan, M.M. & Fasih, M., 2014. Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences, 8(2), pp.331- 354.
Kotler, P., and Keller, K. (2017). Marketing management (14th ed.). Prentice Hall.
Lewis & Booms 1983; How to Improve Perceived Service Quality by Increasing Customer Participation, Academy of Marketing Science (AMS) Annual Conference pp 483-487.
Kim-Soon. N. and Ahmad. A.R. and Visvalingam, L. (2014). SERVQUAL: Can It Be Used to Differentiate Guest’s Perception of Service Quality of 3 Star from a 4 Star Hotel. International Business Research; 7 (7). doi:10.5539/ibr.v7n7p37.
Kumar, A. (2018). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: an empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 4(4), 159-166.
Muala, A. A. (2016). The effect of service quality dimensions on customers' loyalty through
customer satisfaction in Jordanian Islamic Bank. International Journal of Marketing Studies,
Naeem, A., Adeel, A., Hammad, A., Wasim A. & Tayyaba, N. A. (2016) Impact of Service Quality on Customer Satisfaction: A Case of National Bank of Pakistan, International Review of Management and Business Research, 5(2); 536 – 546.
Ngo, M. V., and Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Getnamese RetaiVil Bankin Sector. Journal of Competitiveness, 8(2), 103–16.
Pallant, J. (2011) SPSS survival manual: A step by step guide to data analysis using the SPSS program. 4th Edition, Allen & Unwin, Berkshire.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale|", Journal of Retailing, Vol. 67, pp. 420-450.
Rao, P.S. and Sahu, P.C. (2013). Impact of Service Quality on Customer Satisfaction in Hotel
Industry. Journal of Humanities And Social Science (IOSR-JHSS), 18 (5) pp. 39-44.
Rishi, K. Deepak, J. and Suyash, M. (2017). The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model (SEM). Journal of Business Perspective. 21 (1) 76-85.
Roslan, A., Abdullah, N.H. and Wahab, E. (2015). Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model. Procedia - Social and Behavioral Sciences 172, 457 – 462.
S. Alnsour, M, Tayeh, B.A. and 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.
Sekaran, U. and Bougie, R. (2016), Research Methods for Business (8th Ed), John
Wiley& Son Ltd., pp 252 – 253.
Tan Lay Hong, Maran Marimuthu (2014). Relationship Between Service Quality and
Customer Satisfaction: A Study of Malaysian Banking Industry, Journal of Technology Management and Technopreneurship, ISSN: 2231-7996, Vol. 2, No. 2.
Veronica, Jacqueline, and Melissa-Ray, (2015). Customer Satisfaction on Service Quality of Bus Transport: A Survey of Passengers from Phnom Penh to Poipet in Cambodia; Journal of Social Science Studies ISSN 2329-9150 2018, Vol. 5, No. 2.
Wulan, E. R., and Husaeni, U. A. (2015). Analysis of the variables that affect bookstore customer satisfaction. International Journal of Nusantara Islam, 3(2), 27-36.
Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering quality service; Balancing customer perceptions and expectations, The Free Press, New York, NY.
Copyright (c) 2020 Siti Rapidah Omar Ali, Siti Naemah Abd Hakim Amir
This work is licensed under a Creative Commons Attribution 4.0 International License.