Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service


  • Siti Rapidah Omar Ali Faculty of Business and Management, Universiti Teknologi MARA Cawangan Terengganu, Kampus Dungun
  • Siti Naemah Abd Hakim Amir Faculty of Business and Management, Universiti Teknologi MARA Cawangan Terengganu, Kampus Dungun



service quality, customer satisfaction, SERVQUAL, postal


Providing 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.


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